Professional Services

Sibize offers a comprehensive range of professional services to support every stage of the contact centre lifecycle. Based on Sibize’s expertise in just about every conceivable field relating to contact centres, this diverse range of support services will ensure your operation maximises its potential, whatever stage it is at.

Whether you are starting out and want to ensure the business case for your contact centre is watertight, need to drive up performance by exploiting the very latest cutting-edge technology or want to take your contact centre to the next level and ensure you are effectively engaging with every stakeholder, the team of experts at Sibize can help.

While the following services can be commissioned separately, they are also integrated into Sibize’s range of contact centre solutions wherever necessary.

• Outsource decision modelling and support
  
  Whatever stage of the contact centre lifecycle your organisation is at, we have the expertise and technology to assist you in the decision making process.
  
  We can determine whether your contact centre strategy is aligned with your business objectives, as well as assisting you with its actual implementation and supporting its development.
  
  If you already run a contact centre, we can optimise it by mapping your organisations’ processes and performance against numerous specific, measurable organisational aims.
  
  We can assist clients with decision models that establish ROI (Return On Investment) performance and reveal what their individual contact centre is capable of achieving.
  
  Sibize offers the following decision modelling services:
  
  

  • Access strategy design — including business process mapping, service identification, business process reengineering, service specification and SLA compilation services
  • ROI model development
  • Business case development
  • Implementation support
    
    
• Programme management
  
  Our expert advisors can become your expert staff. If you run your own contact centre in-house and would like to transfer its operation over to us, we will set up a dedicated project management team to ensure the migration is seamless and to provide continued strategic operational support throughout the association.
  
  Specially trained to understand the strategy of your organisation, our project teams are dedicated to maintaining and managing the contact centre according to your organisation’s strategy for the duration of the contract.
  
  
• Technical resource management
  
  A contact centre’s technological resources are critical to the quality of the service it delivers and the access channels it is able to provide. By implementing world class technologies, Sibize enables public sector organisations to increase their points of access and improve customer satisfaction.
  
  Our combination of technological expertise and best-practice resource management protocols ensure that we can source, integrate and/or customise cutting-edge contact centre ICT solutions to meet every customer’s unique technological requirements.
  
  
• Stakeholder relations:
  
  Contact centres do not operate in isolation, especially in the public sector, and have obligations to their stakeholders that they need to address. In order to address such responsibilities and strengthen ties between a contact centre and the various communities it serves, we develop and manage stakeholder engagement initiatives in partnership with our clients. We also devise and implement change management programmes for seamless transition and stakeholder buy-in to changes to contact centre processes.

As more and more public sector organisations are discovering, the timely use of professional services to support every stage of the contact centre lifecycle can ensure their contact centres operate optimally and consistently realise their potential.

Contact Sibize and find out how public sector organisations like yours have benefited from its diverse range of Professional Services.