Extend your pursuit of efficiency in your contact center channel’s strategy and execution, while creating a positive impact on your customers.

Telwares’ contact center practice (CCS) is specifically designed for enterprises that have multiple customer touch-points, including the contact center and retail fronts. Telwares is focused on reducing cost, increasing efficiency, and improving overall performance for technical support, customer service, marketing/sales and retention for our client’s customer base.  This market represents more than $250B and when functioning efficiently can fully service both customer and enterprise needs.

In all “live channels”, building lasting customer relationships requires consistent and satisfying experiences. No doubt, technology, tools and process are important supports for high performing people. However, people create most of the high value experiences. Because people represent 60-70% of contact center costs, you must ask if your business is focusing sufficiently on the people and the process. Many enterprises rely on a single source of improvement; technology or tactical changes, to drive ROI, resulting in a gap in successful delivery. Telwares’ independent and customized offering provides a complete leading practices-based approach to deploying or enhancing enterprise customer-focused operations.

CCS designs and implements custom solutions for improving all aspects of your channel-based business. Our experience and skills allow us to provide a broad range of services, from channel vision and strategy, worldwide asset deployment to improving the customer experience and pivoting services centers into sales/service centers. Our consulting capability is designed to help client's improve performance in both in-house operations and with outsourced providers, in North America, with remote agents, near-shore and in off-shore locations.

Our areas of focus for delivery include:

Greater Control of Business Drivers

• More first-call resolutions, fewer customer calls
• Greater customer retention
• Higher customer satisfaction
• Increased customer loyalty

Improved Return on Customer Investments

• Customer segmentation strategies in the contact center
• Customer-based scorecard

Reduced Cost per Transaction

• Streamlined, appropriate transactions
• Lower average handle times, more effective results
• Optimized resource utilization

Higher Revenue per Transaction

• Increased close rates
• Enhanced approach to and results from cross/up-sales

Working with multiple clients, their array of objectives and programs, we enable strategic and operational contact center performance improvement. Through the use of an intelligent, step-by-step methodology, we identify needs, develop and pilot solutions, and establish continuous improvement processes. Engagements are learning-focused, allowing our clients to maintain long-term control of their transformed operations. Additionally, our clients are further supported via tactical tools (including effective dialogue for the customer experience), our extensive global research, and solutions for optimizing investments in IVR and other customer focused technologies and tools.