Support and business services

As the austerity era kicks in, organisations providing support services, from housing to utilities, compliance to environmental services, are well placed to gain significant new business.

Private and public sector organisations are turning increasingly to service providers to impose control over escalating costs. But competition is fierce; and the demand is not just for a low cost service but one that can be delivered without compromising the quality of front line service delivery.

And for companies looking to maximise the burgeoning public sector opportunity, the challenge is to meet ever tighter financial constraints whilst also meeting tough Service Level Agreements (SLA) and demonstrating the excellence of service delivery.

Improve competitiveness: Public and private sector organisations want highly effective and efficient service providers and impose tough SLAs.

• Mobile tracking technology can be used to improve resource management.
• Unified communications (UC) technologies such as presence provide great cross-organisational visibility, with a direct knock on impact on productivity.
• UC can also be used to streamline voice costs by using triangulation to automatically find the cheapest network, such as rerouting mobile calls via fixed line within the office.
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Efficient operations: The customer contact centre is at the heart of many support service operations. The use of voice recognition, call recording and integrated email/SMS can significantly improve the customer experience. Use in depth reporting on call frequency and patterns to improve resource management by determining the number and skills of agents required. Find out more »

Control Costs – With big public sector finance cuts on the cards, cost effective service delivery is key. Opting for a proven managed service provides financial savings from day one. Fixed fees for technology management and support, as well as transparent communication costs and built-in technology refreshes provide excellent cost control and the agility to utilise state of the art technology to support new frontline services. Find out more »

Streamline Consolidation – Acquisition led growth has created complex voice and data infrastructure. An in depth infrastructure evaluation is a great way of assessing existing assets. Successfully consolidating and streamlining communications infrastructure, including multiple contact centres, can significantly drive down costs. Find out more »

Health & Safety Executive www.hse.gov.uk
Royal Society for the Prevention of Accidents www.rospa.com
Tenant Services Authority www.tenantservicesauthority.org