25 Years of Contact Centre Expertise

Independent Contact Centre Consultants

StableLogic are contact centre consultants, we provide expert independent contact centre advice. Our contact centre consultancy services help clients to develop their contact strategy, benchmark costs and optimise their processes.

Our core services comprise:

Contact Centre Strategy
Digital Transformation
Contact Centre Technology Design
Outsourcing Advice
Contact Centre Optimisation

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Looking for a Contact Centre AuditBenchmarkReviewProcurementStrategyCost Saving?

Delivering your Future Contact Centre Strategy

Contact Centre Strategy

The modern contact centre is both complex and highly integrated with the rest of the organisation. Our team help clients to work on all aspects of the customer contact environment, ensuring clients meet their business objectives and remain competitive in an evolving marketplace.

Our contact centre consultants review all aspects of the contact centre – from the technology to the customer experience and the performance of the team themselves. We focus on the key areas that are of concern.

We help clients to design their future strategy, model the costs and the performance levels, and build the business case.

Our expert contact centre consultants undertake:

Business Requirements – Your business objectives
Technology Assessment – Assess current and develop a roadmap
Customers – What is the best way to communicate with them?
Channel Strategy – Voice, Web Chat, SMS, Email, Video etc
Management Information – Obtaining the best MI
Sourcing Strategy – In-House or Outsource?
Service Hours – Including “follow the sun” options
Cost – Modelling different cost options
Service Integration – CRM, Saleforce.com, Oracle, MS Dynamics etc.

A higher quality service at a lower price

Contact Centre Procurement and Negotiations

Selecting a new contact centre solution is a major decision that directly impacts the effectiveness of a business for many years to come. Our team’s key aim is to advise on a highly functional technology solution but also one that is reliable, cost efficient and from a low risk supplier.

As experienced consultants, we support our clients with requirements gathering, creating a specification and the full selection process. We understand the different products, suppliers and configuration options and can advise clients on how these work in practice.

Compare Your Contact Centre to the Competition

Contact Centre Consultancy - Benchmarking

Our consultants offer detailed benchmarking in order to provide proactive advice to help you to deliver results. As contact centre consultants, we can compare your operation to your peers. In doing so, we can provide detailed insight in the following key areas:

Cost Base – Is it as good as the market generally?
Service Options – Are your competitors providing other options?
Accessibility – How does your service compare?
Service Levels – Market leading or behind?
Customer Experience – Are your competitors better or worse?

Our team can help reduce costs whilst increasing the performance of your contact centre provision.

Delivering for your Customers

Process Optimisation and Customer Experience

Our consultants help you to optimise your contact centre processes and deliver significant efficiencies to your business. It’s not simple – but our team have a proven track record of unravelling processes to understand the best way to re-calibrate them to improve sales, productivity, quality and to develop a unique customer experience.

For example in many businesses, we often find that:

The contact centre is made up of labour intensive, repetitive, high volume processes.
Many contact centres have complex desktops that were put together with sub-par application integration and associated processes.
The contact centre is a critical element for many of the organisation’s internal processes.
There is “low hanging fruit” that could result in several quick-wins.