Call Centre Consultancy

TSG offers a complete, independent consultancy service for the Call Centre market in Ireland.  Whether you are considering setting up a new facility, relocating an existing call centre or would like a professional operational review, we can help.

With over 30 years collective experience, we have an in-depth understanding of the call centre marketplace in Ireland. TSG has been responsible for setting up, managing and transforming operations in a variety of sectors across the country. Our team of experts can offer strategic and technical advice on how to get the most from your investment in telecommunications.

Call Centre Set-Up

At TSG we understand that setting up a new call centre facility is a significant investment of time and money. Our team of experts will work closely with you, making you aware of the challenges you will face and the pitfalls to avoid. From deciding on the type of building and choosing a location, to recruiting staff and choosing technology, we can advise you on all the practical issues you need to consider, including:

• Premises Design & Fit-Out: including floor plan design, cabling layout, specifying electrical requirements and furnishings.
• Choosing the most appropriate technology: the correct technology is crucial to a successful call centre. Our team will work with you to identify which option is best suited to your needs. We can deal with suppliers on your behalf and advise on how best to implement new systems.
• Tender Management: we can manage the entire tendering process on your behalf. This includes designing customised tender documents, distributing to vendors and evaluating responses.
• Vendor Analysis: we will carry out in-depth analysis of all vendors on the market in terms of cost and service. We guarantee to source the best value network providers for inbound and outbound telephone traffic.
• Negotiating and awarding contracts: our team are highly experienced in negotiating contracts in the call centre sector. We can deal with all contract negotiations on your behalf, ensuring we secure the best deal to suit your needs.

If you would like to find out more about how TSG can make the process of setting up a new call centre facility in Ireland as stress free and successful as possible, contact us today.

Call Centre Relocation

We also help clients who are looking to relocate their existing call centre operations to to an alternative location in Ireland. We can provide expert advice and guidance to ensure that the transition is as smooth and successful as possible. Typical areas we cover include:

• Leasing contracts
• Premises fit-out
• Selecting technology
• Recruitment and training
• Staff retention
• Customer retention

Call Centre Operational Review

If you are currently operating a call centre and think your overall performance level could be optimised, but are not sure where to start, then TSG can help. We have a proven track recording in helping call centre clients nationwide overcome challenges and ensure the long term success of their business.

Our experts can carry out a thorough assessment of your current operations, highlighting what you are doing well and where you need to improve. Typical areas we advise on include:

• Scheduling
• Forecasting
• Customer service
• Organisational & management structure
• Employee turnover 

Once our audit is complete, we will provide you with a detailed report with a prioritised list of items for improvements. We will identify key areas where you can:

• Increase customer satisfaction levels
• Improve your staffs' selling techniques & conversion rates
• Lower operational costs
• Improve overall efficiency

To find out more about any of the above services and why we are quickly becoming one of Ireland's leading call centre consultancy firms, contact us today.