Consulting

ProtoCall One brings a wealth of consultancy experience in the contact centre area. We help contact centres improve people performance and optimise business processes and are recognised as a trusted advisor to contact centres of different sizes, complexity and across range of industry sectors. Our experience spans all aspects of strategy, operational and technical expertise. As judges for the European Contact Centre Awards, and as the award winning Innovations Genesys Partner, we really do know what excellence in contact centres looks like.

In the current economic climate, we recognise what customers want from consultants are two things – innovation and solutions - delivering a contact centre ROI that could not otherwise be achieved. As a systems integrator, ProtoCall One implements a range of leading-edge solutions across multi-channel communications, workforce optimisation and decision management and analytics platforms.

Through our consultancy services we add an extra thought leadership dynamic...

• Social media- this is a new and emerging concept that the contact centre industry quickly needs to come to terms with. It offers new challenges that will require innovative thinking to resolve so that the benefits of supporting multiple methods of customer communications – phone, email, web chat, text messaging and self service – can all be realised
• Workforce Optimisation (WFO) – this is a key driver for all organisations currently – where Workforce Management tools are increasingly being applied to multi-site, multi-skilled, and virtual contact centre estates. Our proven change management approach can help realise real operational savings
• Decision Management tools – the management of information reporting is an enduring challenge for contact centre managers - where decision management tools can unlock an untapped potential prize through a step change improvement in KPIs