My name is Alan Lothian, I have over 15 years Call Centre and Customer Service Management experience, with a master class certificate in Customer Experience, and 6 years Training Experience which includes soft skill, telephone and email etiquette. With my knowledge and experience I am able to start a call centre from beginning until it is fully functional. This involves the correct handset, software, call recording software, routing of calls via Interactive Voice Response (IVR) or Automatic Call Distributor (ACD). This includes voice recording on the IVR and ACD with the relevant business script. Your IVR or ACD system is like the front door of your business - it's the first impression callers get. I look at your current processes, quality and the overall running of the Call Centre which includes the following: • Average Call Abandonment Rate • Percentage of Missed Calls • Average Waiting Time in Queue • Service Level Percentage • Average Speed of Answer • Average Talk Time • Average After Call Work Time • First Call Resolution • Telephone Occupation Time • Sufficiently staffed • Correct Scheduling I also look at cost saving such as overtime, recruitment. What is the reason for overtime? Can the process change and be worked into normal working hours. How will it affect the company? How does the company recruit? Are there different ways to recruit? Is the correct staff been employed? Does all staff have a talent assessment? Succession planning is also part of my consulting. Does all staff have a career development program? Are there any internal development programs? Implement correct KPI’s. Looking at all the measurable KPI’s in the Call Centre. This is discussed with all staff. Implement New or Improved Quality Assurance forms. Make sure that form is asking the correct questions. The form is then discussed with all staff so that they understand what is expected of them. Comprehensive feedback sessions with staff regarding call assessments. I train Call Centre staff on soft skills, telephone and email etiquette. This includes role plays and testing. Below is a list of items that I am able to execute as well: Carry out research and data collection to understand the organization Conduct analysis Interview the employees, management team and other stakeholders Run focus groups and facilitate workshops Prepare business proposals and presentations Present findings and recommend solutions Implement recommendations or solutions and ensure the client receives the necessary assistance to carry it all out Manage projects Lead and manage those within the team, including analysts Liaise with the client to keep them informed of progress and to make relevant decisions. Documented action plan I bring the following experience • Training and Facilitator = 6 years • Customer Services/ Operations = 15 years • Quality Assurance = 3 years • Project Management = 1 • Achievements: • Customer Experience Masterclass 2017 • CIMA – All KPI’s achieved in 2017 by September • Improved SLA’s at CIMA, Optipharm, AVIS • Reduced Costs and came in under budget at AVIS