Contact Centre Rapid Deployment Solutions
We deploy contact (call) centre services within hours. You can rest assured your contact centre service is safe from volume spikes and external threats. Our team specialise in designing, configuring and managing:
> contingency plans
> rapidly deploying surge contact centres
> work-from-home contact centres
> Work-from-home technology platform contact centres
Our solutions include ready skilled people, supported by operational excellence and enabled by technology while maintaining your data privacy and security. We help to manage risk during emergencies.
Skilled and ready contact centre staff. Contact centre and at-home staff deployed within hours.
Proven scale methodologies applied. Award-winning best practices applied from CSIA Practitioners with COPC certification experience and ISO certification. We have the contact centre specialists to operate services and security & privacy experts to ensure safety.
Professional & Accessible
Governance and reporting implemented with a 24×7 personal account manager & escalation process.
Joining the best in contact centre recruitment and consulting to deliver a much needed rapid delivery service.
Citrus Group is a leading contact centre recruitment company who has a proven record of getting the right staff at the right time with the right competency levels to ensure organisations can meet their staffing needs.
Customer Science as a leading consulting firm known as the leaders and practitioners of the contact centre industry. Their deep experience transforming and optimising service coupled with extensive experience working with emergency services, government and corporates make them a perfect partner to advise, plan and deploy a contingency plan.
Coronavirus Contact Centre Solutions
After high demand, we have packaged up contact centre rapid response solutions. These solutions are designed to give you confidence when managing your call centre during the coronavirus pandemic.
At home contact or call centre
With proven methods, we can rapidly design, deploy and manage your at-home contact centres. We have standard contact centre technology at the ready for any scale.
Surge Contact Centre
We can rapidly supply staff and capabilities to scale your contact centre to meet increased contact volumes or see you through significant staff absenteeism.
Use our experience and expertise to rapidly build a practical contingency plan that ensures your customers will continue to get service without breaking the bank.
Work from Home Contact Centre Technology Platform
We can rapidly deploy a technology platform to support your work from home call centre. Your call centre at home can be operational within 24 hrs with the core platform. Your platform provides all the key enterprise-grade contact centre technology from the cloud.
Service Innovation Incubator
You service transformation test team that costs nothing:
- Service team you can test innovation with
- Embedded service team to prove step change when applying our best practices and recommendations.
- Automation augmented team that charges less than your current outsource provider to prove value before transitioning to your outsourcer
How we work
You have control over the implementation of your rapid deployment services. At any time you can stop or tailor the service you are designing to ensure the solution is efficient and relevant for you.
We will maintain a resource pool, test processes and technology regularly to ensure the service is ready to ramp up.
When triggered, your centre will be running with quality assurance processes to ensure accuracy with governance and reporting to ensure you are able to make informed decisions.
Ramping down the service will allow the evaluation of learnings so the service continuously improves.
Our holistic approach to rapid contact centre deployment.
Our Scale Guarantee
You have a guaranteed rapid response to scale your service. Using our approach above we can configure a service that allows you to scale your service within hours. With the first team members logging on to handle enquiries we scale consistently over twenty-four hours. Part of our plan includes the important step of ramping down effectively while collecting the lessons learned to improve services in the future.
We guarantee your skill staff are ready and ramp rapidly
We are practitioners of the Customer Service Institute of Australia. We are one of the very few organisations entrusted by the industry to help companies realise their customer experience vision.
As active members in the AusContact team we are committed to supporting the contact centre industry in Australia.
Team has been part of have organisational COPC Certified making them among the elite operational staff in the market.
With ISO Accreditation our processes have been independently audited for excellence. We have employees able to audit Security and Privacy having done so in the Health sector and other highly sensitive industries.
Let’s work together on your contingency planning
We love helping organisations succeed so call us to talk more about our work from home call centre solutions in Australia.