QPC's Strategy Realisation Consulting service is designed to help you meet your service, cost and sales objectives through people, process and technology changes to part of, or your entire, customer service enterprise.

Our consulting service teams have many years experience of recommending and 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 strategy goals before, during and after implementation.

Realisation Consulting is intended for those who want to explore different ways to achieve their strategic objectives through macro changes to people, process and technology, and execute these plans successfully. Examples of Realisation Consulting include improving service through virtualisation, reducing costs through automated service and improving sales by migrating processes to new contact centres.

If you have more specific questions about how to optimise particular operational areas QPC also provides Operational Consulting. This consulting service will help you explore the cost, service and sales implications of changes to operational areas such as training and development, workforce management, automated service - IVR and routing. Optimisation Consulting can also help you implement changes recommended by the Strategy Realisation Consulting phase to ensure successful completion.

Whatever strategic objectives you wish to achieve QPC's Strategy Realisation Consulting forms the 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 a Strategy Realisation Consulting engagement can be as broad as "how do I migrate business processes to Telebusiness to reduce costs" or as specific as "what can I do to reduce the operating costs of my contact centres?". 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. This will help 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. Strategy Realisation Consulting also works seamlessly with our Operational 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.

Strategy Realisation 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.