Call Centre / Contact Centre
Kynsale provide analysis, solution design and implementation services to organisations looking to optimise the way they engage and communicate with their customers via the Call centre / Contact Centre operation.
The Contact Centre has become a focal point for Multi-Channel communications as workflow, systems and processes combine with contact mediums and agents engaging with customers.
Customer satisfaction and Key Performance Indicators (KPI's) have long been a focus for driving call centre efficiency, but organisations are recognising that the telephone engagement is just one aspect of the customer experience delivered. It is the whole customer journey, integrated with multi-channel communication and engagement capabilities and operational activities that contribute to successful customer experiences.
Kynsale focus on the operational efficiency of the call centre, aligned to optimising the customer experience. We help organisations unlock business value through delivering improvements to the way they work, the capabilities deployed and the approach they undertake.
We help organisations to see the significant opportunities for business savings that are available in communication flows, communication activities and communication processes.
We work in call centres internationally and have over 20 years' experience in the design and delivery of call centre improvement initiatives that drive efficiency and optimise customer experience.