Sinclair Voicenet Introduces Innovative Consultancy Service For Smaller Contact Centres

Online, March 26, 2012 (Newswire.com) - Sinclair Voicenet, the UK's only NICE Certified Consultancy Partner, has launched an innovative new consultancy service tailored to meet the needs of smaller contact centres from 4-200 channels. Delivered by accredited consultants with extensive experience in diverse market sectors, it will enable organisations to optimise new or existing installations of interaction recording and quality management solutions to meet business requirements, reduce costs and deliver an improved customer service.

"As the UK's longest established provider of interaction recording solutions, Sinclair Voicenet is uniquely qualified to deliver this new service that enables smaller contact centres to share invaluable best practices and insights that have proved successful in other organisations," commented Peter Gough, a Director of Sinclair Voicenet. "Based on the universally recognised NICE Consultancy programme, it provides a vital layer of on-call expertise for smaller contact centres that cannot justify the in-house resources enjoyed by larger operations."

Sinclair Voicenet's SMB Consultancy service starts with a comprehensive needs assessment to ensure that interaction recording and quality management applications are configured correctly to efficiently measure and track contact centre performance. Working closely with in-house staff, quality programmes are designed and implemented to help organisations understand and manage how well their products and services meet the expectations of customers. Also revealed are urgent quality issues such as agent knowledge gaps, process inefficiencies and sales ineffectiveness requiring immediate and rapid action.

"Optimising installations of interaction recording and quality management applications will allow smaller contact centres to embed quality management throughout the organisation, improving performance, increasing customer satisfaction levels and reducing costs," concluded Peter Gough.

Sinclair Voicenet also conducts post-implementation consultancy sessions to quantify the impact of quality management and suggest further improvements to current processes and workflow.

Founded in 1967, Sinclair Voicenet Limited is the UK's longest established specialist provider of multimedia interaction recording, quality management, interaction analytics and workforce management solutions. We provide a comprehensive range of customer interaction solutions and services to industry sectors including contact centres, financial institutions and public safety through to local authorities and utilities. Sinclair Voicenet was one of NICE Systems' first Platinum Partners and is the only company to qualify as a NICE Master Distributor, the ultimate level of accreditation. We are regarded by NICE Systems as the UK's leading expert in the deployment of NICE services and solutions and also work on behalf of other approved NICE resellers.