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25 Years of Network Expertize

Independent Contact Center Consultants

StableLogic are contact center consultants, we provide expert independent contact center advice.  Our contact center consultancy services help clients to develop their contact strategy, benchmark costs and optimize their processes.

The contact center is the first point of contact for many customers and is often the face of the organization. Consequently, the contact center experience heavily influences customer perception and if not implemented and managed correctly, can negatively impact both sales and customer retention.

We advise a wide range of clients from small help desks to large international contact centers on how best to implement or optimize their contact center solution.  As an independent consultancy, we do not sell contact center systems, we advise clients on procurements, best practice, service and process optimization.

25 Years Experience

Contact Center consultancy projects for all sizes of organization.

Contact Center Strategy

Developing next generation customer experience and contact center strategies.

Procurement

Experts at managing contact center technology and outsource service procurements.

Budget Friendly

Our aim is to be the most cost effective experts in our area.

Delivering your Future Contact Center Strategy

Contact Center Strategy

The customer contact market is in a period of rapid development to try and keep up with the evolving demands of the customer landscape. Therefore, to remain competitive and relevant, organizations must change the way they interact with the market.

Our contact center strategy reviews consider all aspects of the contact center – from the technology to the customer experience and the performance of the team themselves.  We focus on the key areas that are of concern.

We help clients to design their future strategy, model the costs and the performance levels, and build the business case.

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Our strategy development process includes:

  • Business Requirements – Your business objectives
  • Technology Assessment – Assess current and develop a roadmap
  • Customers – What is the best way to communicate with them?
  • Channel Strategy – Voice, Web Chat, SMS, Email, Video etc
  • Management Information – Obtaining the best MI
  • Sourcing Strategy – In-House or Outsource?
  • Service Hours – Including “follow the sun” options
  • Cost – Modelling different cost options
  • Service Integration – CRM, Saleforce.com, Oracle, MS Dynamics etc.

Looking for a Contact Center AuditBenchmarkReviewProcurementStrategyCost Saving?

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A higher quality service at a lower price

Contact Center Procurement and Negotiations

The selection of a new contact center solution is a major decision that directly impacts the effectiveness of the business for many years to come.  However, the objective is not only to select a highly functional technology solution but also one that is reliable, cost effective and from a low risk vendor.

As contact center procurement specialists, we can support clients with requirements gathering, production of a specification and the full selection process.

As contact center consultants, StableLogic develop specifications and manage contact center procurements on behalf of clients on a continuous basis.  We understand the different products, vendors and configuration options and can advise clients how these work in practice.

We specialize in the procurement of both contact center technologies and services, including fully outsourced contact centers.

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Savings Achieved

Multinational Insurance Company - 800 Agents
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Pharmaceutical - 400 agents
0
Financial Services - 1200 agents
0
Housing Provider - 150 agents
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Compare Your Contact Center to the Competition

Contact Center Benchmarking

StableLogic’s contact center benchmarking service can provide proactive advice to help you to deliver results.  As contact center consultants, we can compare your operation to your peers.  A benchmark is often an excellent starting point to plan for the future. We can help you understand the following key areas:

  • Cost Base – Is it as good as the market generally?
  • Service Options – Are your competitors providing other options?
  • Accessibility – How does your service compare?
  • Service Levels – Market leading or behind?
  • Customer Experience – Are your competitors better or worse?

StableLogic’s benchmarking service can help reduce cost whilst increasing the performance of your contact center provision.

Delivering for your Customers

Process Optimization and Customer Experience

Business leaders understand there is significant value in optimizing processes, however in realm of the contact center, it is often over looked. Optimizing your contact center processes can deliver significant efficiencies to your business because of the following:

  • Most contact centers have complex desktops that were cobbled together with less than ideal application integration and the associated processes
  • The contact center is a critical element for many of the organization’s internal processes
  • The contact center is made up of labor intensive, repetitive, high volume processes
  • There is “low hanging fruit” that could result in several quick-wins
  • Business Process Optimization (BPO) is a way to improve service while reducing costs, breaking the historical trade-off between better service and lower costs.

We help organizations address these points and provide truly unique customer experiences. It’s not simple – but StableLogic have a proven track record of unravelling processes to understand the best way to re-calibrate them to improve sales, productivity, quality and to develop a unique customer experience.

StableLogic Technology Consultants

01
Independent

We are completely independent and impartial.  Our sole source of income is from our clients.

02
Experienced

With major clients such as Jaguar Land Rover and Imperial Tobacco, we are highly experienced.

03
Experts

We have many years practical experience of deploying national and multinational contact centers.

04
Local and Global

We are small enough to provide a personal service but with offices in Sydney, London and Boston, MA, we also deliver global projects.

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    StableLogic are an independent technology consultancy with offices in Boston, Sydney Australia and London England.

    BOSTON

    One Marina Park Drive, Suite 1410, Boston, Massachusetts, 02210, USA
    +1 617 807 7204

    SYDNEY

    Level 23, 52 Martin Place, Sydney, NSW 2000, Australia
    +61 2 9220 5027

    LONDON

    63 St Mary Axe, London, EC3A 8AA, UK
    +44 20 3861 6444

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