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Contact Centres | Strategy

“We provide innovative Contact Centre strategies that deliver tangible results and fulfil your objectives.”

Sagatori is recognised for our thought-leadership in the Contact Centre industry. Our Contact Centre Strategy specialists bring this thinking to every client engagement so that we develop strategies that incorporate innovative solutions whilst meeting the organisations’ objectives.

As well as developing specific strategies, we are able to provide objective advice and assistance to clients who are looking for an independent review of their strategies and plans.

Our goal is to ensure our clients imagine what is possible for their customer interactions (and contact centres) and then realise the potential in those possibilities through strategic planning and execution.

Some of the strategic engagements that we have recently performed for our clients include:

Contact Centre Build / Rebuild

Many organisations in Asia are looking to establish their first contact centre, relocate or expand their existing centre. International firms are also seeking a new or larger Asian footprint.

For many of our customers, there is nothing more daunting than a directive from the CEO to “set up a call centre…and do it now”.

This is where Sagatori brings many years of experience in contact centre builds.

Our Contact Centre Strategy specialists work with our clients to take a concept to reality. We offer a complete range of assistance from specialist advice on plans through to total operations-ready contact centres.

As with all of our engagements, our experienced team uses proven project and change management practices to ensure that our client's objectives are met on time, within budget and to the highest quality in the industry.

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Contact Centre Consolidation / Optimisation

“Structuring your Contact Centre for optimal performance.”

At Sagatori, we understand the financial pressures and realities of running a business in the current economic climate. However, we often see many operations that are under-utilising their capabilities and missing out on growth opportunities.

Our Contact Centre Strategy specialists help our clients to identify ways to further improve their business and bottom line through optimising their contact centre operations. Whether it is to increase revenue, reduce costs or improve profit through a combination of both, we explore and provide options to achieve optimal performance through growth and/or consolidation.

We start with a vision for the future, incorporating strategic objectives and guiding principles and combine this with our insights into world class performance. Then we assess the current state and develop a transition approach that will help our clients transform to tomorrow, without interrupting the business of today.

Sagatori constantly advise and guide our clients throughout this critical journey from the executive level right through to the front line manager. Our experienced team uses proven project and change management practices to ensure that the joint vision becomes reality while ensuring that there is minimal disruption to business operations and customers’ experience throughout the transition.

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Contact Centre Strategic Outsourcing / Off-shoring

“Removing uncertainty in Contact Centre migration options.”

In the current business landscape, cost efficiency is driving many questions around contact centres and business processing operations. Specifically, ‘to outsource or not’. The drivers for outsourcing can be executive influence, expenditure pressure, operational capacity, skills capability and more.

Our Contact Centre Strategy specialists provide our clients with a clear and definitive direction in this often confusing process. Sagatori will lead an evaluation of the outsourcing and / or off-shoring options and develop strategies that incorporate innovative concepts which meet the organisations’ objectives.

Sagatori can also provide objective advice and assistance to clients who are looking for an independent review of their existing outsourced operations.

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Entire Customer Interaction Strategy Design

“Customised strategies to help you stay ahead of your competition.”

While most companies have a documented strategy for marketing or product development, few have a documented strategy for total customer interaction.

Sagatori Customer Strategy specialists work alongside clients to develop an entire customer interaction strategy which covers online, contact centre, back office, channel partners, retail and more. The two key influencing factors in such a strategy are the strategic business drivers of the organisation, and creating a uniform positive customer experience.

Sagatori then translates our clients’ strategy into a practical and realistic implementation plan and partner with them to transition from a vision/strategy through projects and transition to practical operations across contact centres, online, field, partner and retail contact channels.

As well as developing specific strategies, we are able to provide objective advice and assistance to clients who are looking for an independent review of their customer contact performance, strategies and plans.

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