Contactonics Pte Ltd is a consulting and technology distributor based in South East Asia. We specialise in delivering customer focused business strategy, operations and technology services for enterprises of all sizes.
Contactonics works closely with clients to build world class, differentiated contact centers. We combine deep market expertise with hands-on contact center experience to provide tactical and strategic recommendations that yield quantifiable benefits for your company and your customers across all languages of the Asia Pacific region.
Contactonics offers a wide range of customised consulting services tailored to meet the unique needs and challenges of each client. Results are delivered by addressing all aspects of your contact center – strategic planning, staff engagement, attrition management, best practices, operational analysis, process improvement methodologies, and technology analysis. All resulting in recommendations which are focused on the unique needs of your operations.
A three-day engagement that provides customised business cases and ROI analysis, which help you to identify business and financial benefits (payback, net present value and internal rate of return) from potential future investments. During the engagement we identify operational enhancements with a potential to produce savings, and quantify the payback from technology and process opportunities in the areas of support and customer service. The program deliverables include a comprehensive ROI model and a list of recommendations for achieving high-impact financial and customer benefits.
Operational Improvement Programs
During this on-site engagement Contactonics through engagement with your team jointly identify high-value opportunities. Contactonics Services will design corrective programs and project plans based on the findings. This enables you to rapidly achieve results that will improve your customers’ experience and the effectiveness and cost of your contact center. With an average of 15 years of experience working in and with many functional areas in enterprises – senior executives, operations, finance, human resources, and more – our consultants know what it takes to successfully meet enterprise challenges and achieve quantifiable results. We offer various operational programs, including:
- Contact Center Operational Improvement Program
Contactonics Services conducts an on-site evaluation of your contact center technology, processes, procedures and training. We create a strategic framework accompanied by actionable and tactical recommendations for modifying and enhancing your existing operation, procedures and systems. Within a few days, you’ll receive a detailed project plan for enhancing your operating environment, practices, procedures, staffing and technology that will yield a high payback while improving your customers’ experience. These highly successful initiatives typically yield savings of more than 20%.
- Process Engineering
Following an on-site visit, Contactonics Services’ process engineers provide you with detailed recommendations to improve existing processes or draft plans for new ones. We are experienced business optimisation specialists who can rapidly identify ways to improve the performance of all customer-facing activities in service, sales and marketing organisations.
Contact Center Performance Management (CCPM)
Contactonics Services utilises the SPOT Performance Maturity Model™, which assists clients to optimize their contact center operations, including internally managed centers, outsourced centers, or a mix of both. CCPM is both a strategic and tactical initiative that dramatically improves the cost performance and internal and external perception of your contact center. It aligns the objectives of the contact center with enterprise goals and measures the performance of all people and groups within the organisation. Contactonics Services staff have been involved in performance management for over 15 years. We can help you build a new CCPM program to optimise your contact center’s performance or improve your existing program.
As part of the CCPM we include services such as:
- market research to assist clients to understand their competitive position with respect to the services they offer, which channels they choose to use (e.g., phone, chat, email, web, social media) and how effectively and efficiently their current operation performs;
- operational and financial consulting to optimize contact center operations;
- all aspects of outsourcing including needs analysis, vendor selection and management, and
- strategy development for executive management on how to handle today’s business while laying the foundation to address tomorrow’s challenges.
Internet Protocol (IP) Planning and Cost Justification
This program is strongly recommended for organisations that are considering or planning to convert or transition their existing contact center to IP. Contactonics Services conducts a detailed functional, operational and financial analysis of the current environment in order to identify the potential savings from migrating to IP. We quantify all areas where savings will be realised and draft a project plan to help you achieve maximum benefits and ensure a seamless transition.