COMPANY BROCHURE. contactcentrepartners E X P E R T S I N G L O B A L C U S T O M E R C O N T A C T
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1 contactcentrepartners pa planning analy cs communica on technologies COMPANY BROCHURE l l t contactcentrepartners pa t planning l analy cs l communica on technologies
2 DISCOVER NEW POSSIBILITIES CCP Contact Centre Partners is a boutique recruitment consultancy that provides global staffing solutions within customer contact. Our expert team, unrivalled network, outstanding relationship management and passion for service excellence mean we are the chosen partner to many of the world s largest brands when sourcing talent within customer contact. PACT PACT is the trusted recruitment partner across Planning, Analytics & Communication Technologies within global customer contact. With indepth market knowledge and an unrivalled understanding of the latest technologies, PACT offers a tailored approach in sourcing great opportunities for our candidates and finding outstanding talent for our clients.
3 PROJECT MANAGEMENT LEADERSHIP OMNI-CHANEL AHT CAMPAIGN SLA KPI VIDEO CHAT DIALLER MULTI-CHANNEL INBOUND QUALITY WORKFORCE OPTIMISATION BACK OFFICE PROCESSING LEARNING & DEVELOPMENT REAL TIME VOICE ANALYTICS INSIGHT ANALYSIS SIX SIGMA TELEPHONY ACCOUNT MANAGEMENT BI SALES B2B VOICE RECOGNITION STAKEHOLDER MANAGEMENT WEB CHAT SOCIAL MEDIA OUTSOURCING STRATEGY MARKETING PRINCE II CUSTOMER CONTACT MULTI-LINGUAL CUSTOMER SERVICE BUSINESS ANALYSIS TELEMARKETING MI PEOPLE PROCESS TECHNOLOGY CAPACITY PLANNING IVR SERVICE DELIVERY INTRADAY SPEECH REPORTING TRAINING SALES-THROUGH-SERVICE B2C RETENTIONS DATA ANALYTICS CULTURAL FIT CUSTOMER JOURNEY OUTBOUND SCHEDULING PEOPLE COMPLAINTS INTERIM CONSULTANCY WORKFORCE MANAGEMENT TELECOM ENGINEERING CONTINUOUS IMPROVEMENT CUSTOMER EXPERIENCE CHANGE & TRANSFORMATION FORECASTING TECHNICAL SUPPORT PERFORMANCE ANALYSIS PROCESS RE-ENGINEERING RESOURCE PLANNING OFF-SHORE CCP DIVISIONS CONTACT CENTRE ADVISORS Sales Customer Service Inbound Outbound Social Media / Web-Chat Back-Office / Administration MANAGEMENT & LEADERSHIP Team Leader / Manager Contact Centre Supervisor Contact Centre Manager Operations Manager Customer Service Manager Sales Manager OPERATIONAL SUPPORT Change & Transformation Account / Vendor Management Business Development Training / Learning & Development Continuous Improvement Quality EXECUTIVE SEARCH Head of Contact Centre Head of Customer Service / Experience Head of Sales Contact Centre Director Customer Service Director Sales Director PACT DIVISIONS PLANNING Capacity Planning Analyst / Manager Scheduling / Forecasting Analyst / Manager Workforce / Resource Planning Analyst Workforce / Resource Planning Manager Real Time Analyst / Manager Head of / Director of Planning COMMUNICATION TECHNOLOGIES Dialler Analyst / Manager ACD / IVR Analyst / Manager Telephony Analyst / Manager Telephony Project Manager Social Media Consultant Speech Analyst ANALYTICS Management Information Business Intelligence Insight Analysis Data Analytics Business Analytics Market Analysis
4 A SELECTION OF OUR CLIENTS
5 OUR GLOBAL REACH CCP and PACT are London-based consultancies, primarily supporting contact centre operations and clients across the UK. In addition to the UK, both CCP and PACT work alongside many international organisations, affording them a global network of customer contact professionals. Since the companies founding, international appointments have been made in the following countries: France Germany Holland India Japan Luxembourg Philippines Portugal Rep Ireland Singapore Slovakia South Africa Spain Sweden Switzerland USA
6 SHARING BEST PRACTICE CCP & PACT are registered members of the Recruitment & Employment Confederation. CCP & PACT Co-Founder was a keynote speaker at the UK Customer Contact Expo in PACT is proud to be an affiliate member and a recruitment partner of The Forum. CCP & PACT were sponsors at The European Contact Centre and Customer Service Awards in Customer Contact Innovation Awards CCP is proud to be an affiliate member and a recruitment partner of the CCMA. CCP & PACT are proud to have been a recruitment partner of Call Centre Helper since 2010.
7 contactcentrepartners contactcentrepartners.com pa contactcentrepartners l l planning analy cs communica on technologies pa t planning l analy cs l communica on technologies pactrecruit.com High Road, London E18 2QL Tel: Fax:
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