Unamic/HCN

Organisations often face customer contact issues such as:

• Restructuring
• Change Management
• Multi-channeling
• Outsourcing
• Co-sourcing
• Offshoring
• RFP projects

Every customer contact organisation has its own specific characteristics, and for this reason, they often differ slightly in their structures. The design of organisational structures is best facilitated when it is based on the strategic and commercial choices the organisation makes.

In setting up customer contact organisations, Interim & Training incorporates the following elements:

• Customer contact strategy as part of company policy and the commercial strategy (commercial organisations) or based on organisations' strategic policy
• Processes
• Systems
• Staffing and supervision
• Management and reports

The numbers tell the tale, and drawing up clear, concise reports is essential. Examples of this are:

• Improvement of customer service and technical help desk performance
• Retention and Sales
• HRM (turnover, absences, quality of recruitment and selection, performance management and compensation structure)
• Work Force Management
• Self-service and channel management
• Implementation management systems and processes

Unamic/HCN has extensive experience in these areas, and is well-equipped to provide you with the right advice and support. All Unamic/HCN Interim & Training consultants are educated in change management and components of Six Sigma.
Our practical approach stands for customisation and quality!