QPC's Operational consulting service is designed to help you meet your service, cost and sales objectives through people, process and technology changes to specific operational areas within your business.

Our operational consulting services team has many years experience of implementing change within contact centres and customer service environments. They are able to make sure that new and existing people, process and technology are aligned to meet your business goals before, during and after implementation.

Operational consulting is intended for those who have already selected operational areas and business objectives that they would like to focus on. For example, improving performance through training and development, reducing costs with better resource planning or improving customer satisfaction with quality monitoring. Operational consulting can also help you explore the cost and service implications of changes to a number of operational areas at the same time so you can compare the likely outcomes and choose where to focus your improvement efforts.

If you have broader questions about how to achieve strategic objectives through larger changes such as setting up a new contact centre, site consolidation, outsourcing, virtualisation and workforce optimisation QPC also offers Strategy Realisation Consulting. This service is designed to help you turn strategy into action and create or optimise your contact handling enterprise to meet your strategic objectives.

Whatever areas you want to improve or operational objectives you wish to achieve QPC's Operational Consulting forms a point of entry for the changes needed to attain these. The consulting programme stays in place throughout the change process helping you to define, gain and sustain benefits:

Questions proposed at the outset of an Operational Consulting engagement can be as broad as "how should we use quality monitoring to improve customer satisfaction and what will the benefits be?" or as specific as "by how much can we reduce costs by changing shift patterns?" Whatever the question we will help you use appropriate measurements to establish where you are currently and set realistic targets for the future based on experience and benchmark data.

Having established the gap between the current state and your goal we aim to identify causal factors and recommend changes that can address these and close the performance gap. We also use experience and modelling or simulation to predict the impact that the proposed changes will have, helping you to build a solid return on investment (ROI) case for them. Such solutions may involve changes to people, process or technology as you wish and we can also make a series of recommendations that are ranked by reward, risk and cost to help you decide which to choose.

Our consulting service stays with you throughout the time that changes are implemented to make sure that benefits identified at the outset are gained. During this phase we can offer services such as process design, systems architecture, supplier selection and project management direct or we can help oversee this work by others. Operational Consulting also works seamlessly with our Strategy Realisation Consulting service so changes recommended can be rapidly defined and put in place if desired.

During implementation it's easy to lose sight of business goals and our objective is simply to minimise the effect that compromise decisions have on business outcomes by making sure that critical success factors are not unduly affected.

Operational consulting is not only about ensuring that you quickly gain return from change programmes but also that this is sustained, especially important if return on investment needs to be recouped over a long time period. Ongoing health checks make sure that that solutions are continuing to provide benefits and enable you to adapt these to changing conditions that inevitably occur within the contact centre.