Telecom Knowledge has extensive experience and insight in the complexities of taking the many diverse elements that are involved in the creation of a customer communication structure through the development process to where it can deliver the client's strategic and business objectives.

Telecom Knowledge consultants provide strategic and operational consultancy in customer relationship management in the areas of customer service, sales and loyalty management. Over the past years Telecom Knowledge has assisted a large number of major organisations across different sectors in all aspects of the introduction, implementation, monitoring and development of technology and customer management strategies.

Telecom Knowledge has three primary objectives in supporting clients:

• Support for telecoms manufacturers and resellers seeking a competitive edge through innovative training delivery and customer support
• Support for each end-user company investing in its most valuable assets - its staff and their ability to communicate quickly and effectively via 'phone and e-mail.
• Support for organisations by taking advantage of our customer experience expertise. Significant opportunities exist throughout an organisation's contact management activities and Telecom Knowledge can help realise this potential.

Contact Interface Assessment Approach

Assessment by Telecom Knowledge's Consultants utilising relevant elements of the Customer Contact Interface Profiling Matrix will generates the customer contact interface profiles to enable robust service enhancement recommendations to be developed to meet the specific requirements of your business. Our Consultants have wide experience in different industry sectors to enable a focused assessment based on your environment to be constructed. The precise definition of the assessment proposed will be established during client discussions and refined by pre-audit site visits.

Operational Audits

Our approach takes a balanced look at all aspects of your organisation with the aim of optimising performance across the whole experience.

Our approach is to view the activity from a customer perspective - customers being all callers [customers/ prospects], employees and stakeholders. An integrated view needs to be taken in order to help you gain and maintain optimal performance from your operation and turn reactive fire-fighting into proactive contact management.

The assessment will generate the activity analysis to enable robust service excellence recommendations to be developed.