Contact centers have emerged as the major medium for managing customer expectations through various channels such as web, email, chat, voice, online self service etc. Hence, it is important to run efficient contact centers which cater to the needs of the customers. These needs have to be addressed strategically and tactfully focusing on the core business yet satisfying the customers.

According to a Forrester report, poor experiences can cost large firms more than $180 million per year. Good customer experience correlates highly to customer loyalty in terms of repeat purchases, referrals and reduced switches.

Wipro Consulting Services envisages that in future, corporates are going to focus on expanding the scope of contact centers to include new and transitioned functions, developing into a multiple channel contact center, consolidation, rationalization, virtualization and relocation to a low cost location.

Wipro’s Contact Center Advisory consultants combine their expertise with latest market trends and partner with clients to identify problems, develop the roadmap and recommend solutions (long term, medium or short term) to meet the above strategic goals.

• Contact Center Setup
• Improvement Opportunity Assessment & Business Case Development
• Center Consolidation and Centralization
• Contact Center re-design/ transformation/ improvement
• Risk management and Application Rationalization
• Right sourcing assessment and transition – planning, phasing and waving