Ottawa, ON. Canada

613-799-9868

Let us help you map out your service architecture, determine your current, future state and build a roadmap.

The Wilton & Associates Inc. Team has the knowledge and operational experience that has helped many clients in the banking and financial services industry. We have implemented innovative contact center solutions that exceed conventional call center practices to enhance customer satisfaction, reduce operational costs and increase the overall strategic value to the business.

The goal of the Contact Center Assessment is to identify the strengths, vulnerabilities and missed opportunities that may be impacting your contact center’s ability to achieve defined corporate objectives. This is accomplished through onsite discovery and data collection using a methodology that focuses on strategy, people, processes, technology and knowledge management, at all customer touch points. 

For the Current State Analysis phase, we use a proprietary Contact Center Assessment framework; a methodology for a comprehensive assessment, covering people & organization, process, and technology.  This framework serves as the basis for discovery of current state performance and future state definition.  It is built around the concept of key dimensions of a Contact Center, which are then decomposed into their component areas.

We look at 55 areas of the operation in the three layers of the service architecture detailing a complete current state model. This ensures the interconnected pieces are able to be road mapped your ideal future state.

Ask about our "Map of the World"!

Contact Centre Assessment Framework

STRATEGY
&
BUSINESS CAPABILITY
PEOPLE 
&
ORGANIZATION
PROCESS
&
OPERATIONS MANAGEMENT
TECHNOLOGY INFRASTRUCTURE &
APPLICATIONS