Consultancy Services

The provision of market leading technologies is just one aspect of Activa’s business. By working with our clients we can establish areas where our technologies may be of benefit, but perhaps more importantly, provide the smooth implementation and acceptance of these solutions. Our consultancy services are wide ranging, from initial site analysis, through to project implementation, ongoing support and training in the use of our systems.

Activa Solutions can also provide business, quality and change management consultancy purposely devised for Contact Centres, including the following subject areas:

• Audit of current performance levels
• Maximise use of call recording equipment
• Design of on-going performance monitoring strategy
• Clarification of performance targets against selected benchmarks
• Design and delivery of bespoke training
• Call handling coaching
• Team leader coaching
• Call analysis
• Training coaches/trainers in utilising recorded calls for performance development
• Evaluation of the impact of change on performance
• On-going independent scoring of performance against agreed criteria