Contact Centre Consultants & Call Centre Consultants

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

25 Years Experience

We have been contact centre consultants for 25 years.

Independent

Completely Impartial and Independent

Free Consultation

Delivering your Future Contact Centre Strategy

Contact Centre Strategy

The customer contact market is in a period of rapid development to try and keep up with the evolving demands of the customer landscape. Therefore, to remain competitive and relevant, organisations must change the way they interact with the market.

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.

Looking for a Contact Centre AuditBenchmarkReviewProcurementStrategyCost Saving?

A higher quality service at a lower price

Contact Centre Procurement and Negotiations

The selection of a new contact centre solution is a major decision that directly impacts the effectiveness of the business for many years to come. The objective of our contact centre consultants is not only to advise on a highly functional technology solution but also one that is reliable, cost effective and from a low risk supplier.

As contact centre procurement consultants, we can support clients with requirements gathering, production of a specification and the full selection process.

As contact centre consultants, StableLogic develop specifications and manage contact centre procurements on behalf of clients on a continuous basis. We understand the different products, suppliers and configuration options and can advise clients how these work in practice.

We specialise in the procurement of both contact centre technologies and services, including fully outsourced contact centres.

Ask us for full details

Contact Centre Consultants – Savings Delivered

Multinational Insurance Company - 800 Agents

Pharmaceutical - 400 agents

Financial Services - 1200 agents

Housing Provider - 150 agents

StableLogic Technology and Contact Centre Consultants

Independent

We are completely independent and impartial. Our sole source of income is from our clients.

Experienced

With major clients such as Jaguar Land Rover and Schindler, we are highly experienced.

Experts

Our contact centre consultants have many years practical experience of deploying national and multinational contact and call centres.

Local and Global

We are small enough to provide a personal service but with offices in London and Boston, we also deliver global projects.

Compare Your Contact Centre to the Competition

Contact Centre Consultancy - Benchmarking

StableLogic’s contact centre consultants provide 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. A benchmark is often an excellent starting point to plan for the future. We can help you understand 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?

StableLogic’s contact centre consultants can help reduce cost whilst increasing the performance of your contact centre provision.

Delivering for your Customers

Process Optimisation and Customer Experience

Business leaders understand there is significant value in optimising processes, however in realm of the contact centre, it is often over looked. Our Contact Centre consultants help you to optimise your contact centre processes and deliver significant efficiencies to your business. Our consultants often find the following:

Most contact centres have complex desktops that were cobbled together with less than ideal application integration and the associated processes
The contact centre is a critical element for many of the organisation’s internal processes
The contact centre is made up of labour intensive, repetitive, high volume processes
There is “low hanging fruit” that could result in several quick-wins
Business Process Optimisation (BPO) is a way to improve service while reducing costs, breaking the historical trade-off between better service and lower costs.

We help organisations address these points and provide truly unique customer experiences. It’s not simple – but StableLogic’s contact centre consultants have a proven track record of unraveling processes to understand the best way to re-calibrate them to improve sales, productivity, quality and to develop a unique customer experience.

Case Studies

CSCS

The Construction Skills Certification Scheme (CSCS) is a national certification card to improve the safety of UK construction. StableLogic designed and managed a complete digital transformation of CSCS including a new contact centre, new processes and a completely new system, including a mobile app.

Volkswagen

StableLogic managed the design and implementation of this distributed contact centre which comprises over 500 locations with multiple agents in each. The service covers the provision of after sales parts and is therefore complex, with highly skilled service agents

Companies House

StableLogic undertook a strategic review of this major contact centre serving UK businesses. The strategic review included different operational models, costs and service levels in order to delivery Companies House objectives.

Schindler

Schindler Elevator provide safety critical support to customers in elevators 24 hours a day. StableLogic redesigned, procured and managed the implementation of an entirely new technology to reduce cost and improve service levels.