Evalue: contact centres

Level 5
95 Pitt Street
Sydney NSW 2000

02 9270 0400

First Contact Resolution
And Call Quality
(190KB PDF)

We can manage your contact centre on your premises or ours.

We provide document management and back office services.

We offer contact centre consulting services.

Contact centre management that delivers great customer experiences.

We offer contact centre management that lives up to the standard your brand deserves and your customers expect.

Too many contact centres are managed with a focus on productivity - a focus on clearing the queue at low cost. The quality of the customer experience takes second place.

We focus on the business outcomes - it's all about getting, keeping and developing customers.

And we don't see a trade-off between quality and productivity. To us, quality is productivity and both can be achieved through a focus on first contact resolution. You can download our view on FCR and its measurement at left.

We have all the technologies you would expect, and more. Our market research services mean we truly understand the customer experience and how to improve it.

But the key to success is in getting the best from the staff dealing with your customers...

Informed people perform
Cultivating customers takes time, and it's the same with staff. We put effort into ensuring our staff know what is expected of them, and how they are performing. We help our staff build their capability to meet expectations. We do this because informed people perform.

Evalue Passports plan and track every staff member's development journey:

In recruitment and selection we examine motivations and ensure job expectations are realistic.
Intensive training in the first six months, and refresher training after that, develops product and procedural knowledge as well as service and sales skills.
Regular personal coaching supports personal development.
Wherever possible, we recruit by promotion.

We pioneered balanced scorecard performance management in contact centres, when most others could not see beyond telephony metrics. All front line staff have dashboards that show their performance against a range of relevant productivity, quality and customer metrics. They welcome the balanced feedback. Their pay is linked to skills mastery and business outcomes.