Rowayton Associates Limited
International Business Development consulting
Contact centre consulting
We have in excess of 25 years experience in the contact centre industries, including specialists with experience at contact centre director level. We have both operational and strategic experience, which we are able to bring to our clients in order to assist in the following ways:
New operations (UK and overseas-parented)
Location search
We have worked with organisations establishing new operations (both UK based and overseas-parented), and assisted with all aspects of the location and set-up. We are able to complete a full location-search, based upon agreed requirements of a client. We work by establishing a "weighted" criteria list in conjunction with the client, in order that we can quickly identify locations which meet the key business drivers. Having carried out research, we will carry out initial visits to assess locations. We then provide the client with a short-list of suitable sites and arrange a professional visit programme to those locations agreed as being the most suitable. We will utilise our existing knowledge of the UK contact centre industry and key contacts in order to significantly reduce the timescales and management resouces involved.
Services for existing operations
In addition to assisting companies establishing new facilities, we offer a number of services for companies wishing to increase the efficiency and value of existing operations:
Operations Reviews
We will complete in-depth assessments of existing Contact Centre operations, carried out by Contact Centre industry experts. The objective of these reviews is to find and fix the root cause of any operational or business weaknesses that impact upon the Contact Centre’s efficiency and effectiveness. Rowayton Associates is able to provide experts with extensive operational knowledge of the Contact Centre environment across all major supporting functions, such as sales, training, HR, communications, technology, operations, resource management, campaign management, etc. All our Project Managers have proven project management experience within the Contact Centre industry
People development
In the Contact Centre industry, as in any other, it is imperative that
businesses support their people, so that they can work to the very best of their
ability to deliver what their job requires. In order to do this, Rowayton
Associates will help companies to develop robust and durable Performance
Management strategies, ranging from the development of job descriptions,
objectives and Key Performance Indicators through to personal development plans,
performance reviews, career paths and bespoke coaching packages, dependant upon
the Client company’s needs
Campaign management
Rowayton Associates will develop, design and deliver an integrated campaign management process which consists of:
- Consultation with Marketing on strategy and campaign development
- Provision of operational expertise into proposition and campaign design and development Confirmation of campaign delivery channels
- Fully co-ordinated, project managed delivery of the campaign within a formalized virtual team environment (including Marketing, Operations, Systems, Training, HR, Communications, Finance, Bonus, Incentives etc)
- In-life campaign management processes, procedures, reporting and measures
