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Consulting for Contact Centres


Managing a Contact Centre business is challenging, and one of the key ongoing struggles involves making the right decisions about staffing. Although technology has come a long way in offering tools and applications that are intended to make the management of resources easier, all too often potential benefits lie unrealized.

Syntelica's Performance Enhancement Portfolio focuses on understanding how your business management teams are using the tools, applications and data available to them, in order to more effectively understand performance, trend and opportunity. Our goal is to work with your workforce groups to help them understand and synthesize information that will lead to more effective use of your key and most expensive asset: People.

Working with ACD reports, IVR and CTI / CRM data, we can profile the occupancy data for your Contact Centre, detailing where critical gaps exist and recommending how best to leverage availability. The end goal is to provide a more efficient and consistent customer experience, to protect and promote priority contacts and to allocate workload evenly amongst workgroups throughout the enterprise.

We understand that performance enhancement is about improving the customer's experience. This captures the optimization of scripting and flow within IVR and ACD applications, use of appropriate segmentation and routing rules and the promotion of useful self-service applications. The net effect of designing and implementing a consistent, effective contact strategy is a reduction in cost and an increase in customer satisfaction. Whether accomplished by delivering convenience through automated services, more effective customer profiling and routing that reduces hand-offs and call-backs, or by reducing interaction time through useful information presentment at the desktop. Syntelica can guide you through the performance enhancement process, and deliver meaningful, measurable results.

Other areas where our Performance Enhancement Portfolio can assist your Contact Centre business include:

  • Call Flow Mapping and Customer Experience Profiling
  • Customer Segmentation Modeling
  • IVR Call Flow Development and Scripting
  • Self Service Functionality and Call Abatement Strategies
  • Skill and Queue Consolidation
  • Call Centre Virtualization and Reserve Groups
  • Desktop GUI / Knowledge Management Applications
  • Call Tracking and Reporting Development
  • Predictive Blend for Inbound / Outbound
  • Contact Channel Simplification / One Number

“We are committed to the design and deployment of technology solutions that improve contact centre performance and facilitate the achievement of business goals”.