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Contact Centres | Customer Experience

“Helping you to keep the customer happy with Contact Centre service excellence.”

Contact centres often create a customer interaction experience to suit the internal capabilities, languages and functions of the company. If you were your own customer, would you know which number to call? Which IVR option to press? Or would you find yourself confused and frustrated by the whole experience?

Sagatori Customer Experience specialists work with clients to identify improvements in the customer experience which map directly to increased customer satisfaction.

For organisations truly focused on their customer interactions, consistency and quality in the customer experience is critical. This focus will also deliver tangible productivity and revenue gains.

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

IVR Review / Redesign

Organisations are constantly seeking to increase efficiency and simultaneously enhance the customer experience by encouraging the adoption of self service technologies, particularly the interactive voice response (IVR).

However, in stark contrast to the organisational drivers, research of the average population shows strong dislike for IVR systems. This is most often due to badly designed and implemented IVR's.

Sagatori’s IVR review provides clients with a succinct view of how their IVR is tracking with regard to cognitive design principles, industry norms and customer management practices.

Our experienced consultants work with our customers to create ways to dramatically improve customer utilisation and self service rates. We consider the business drivers for the contact centre and IVR and compare these to the emotive drivers of the customers.

Sagatori has delivered increases in IVR usage by customers in excess of 10% with no extra functionality or technology.

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WFM Evaluation / Implementation

“The human factor, managing the critical resource for Contact Centre service delivery.”

One of the largest influencers on efficiency and effectiveness in an inbound contact centre (and many outbound centres) is Workforce Management (WFM). Given that human resources account for 60-70% of a centre’s operating budget, WFM has become even more critical in today’s budget driven economy.

Many contact centres in the Asian region do not use WFM practices and tools. For those centres that have not yet implemented WFM, Sagatori evaluates and quantifies the attainable benefits of implementing WFM. Sagatori also designs the WFM processes which are mandatory for driving value from any technical solution.

Sagatori’s Customer Experience specialists provide clients with a succinct view of how their contact centre is performing with regard to their staffing levels and workforce’s schedules.

Sagatori has an extensive working knowledge of all of the key WFM technologies and utilise this knowledge to ensure that clients choose the correct solution for their needs. This advice is supported by extensive implementation advice.

For contact centres who have already implemented WFM, Sagatori offers a WFM Review to gauge how effectively WFM is being used within the existing environment and recommend initiatives to further enhance its impact to service levels and/or budget.

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QM Evaluation / Implementation

Monitoring and managing Customer interactions to ensure highest quality services and sales.”

For organisations truly focused on their customer interactions, quality management can lift the consistency and value of their customer experiences to new high levels. Quality management can deliver tangible productivity and efficiency gains through improved adherence to internal processes, service standards and government regulations.

Sagatori’s Quality Management specialists work with clients to build a staff development and improvement culture where staff can observe and evaluate calls and receive coaching from team leaders, coaches and even themselves (self assessment).

Sagatori has an extensive working knowledge of all of the key QM technologies and utilise this knowledge to ensure that clients choose the correct solution for their needs. This advice is supported by extensive implementation advice.

For contact centres that have already a QM process, Sagatori assists clients to review, identify and implement improvements that will improve the customer experience, bottom line through process effectiveness and/or top line through revenue growth.

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