Consultancy

Your Trusted Consultancy Partner

Whether you need a quick fix or a long-term solution to entrenched challenges, IPI are a trusted consultancy partner you can lean on for guidance. We have long-standing client relationships because we focus on building more effective contact centres and deliver value today and tomorrow.

A Fresh Perspective

We are a company whose prime focus is helping improve or maintain our customers contact centres using technology as an enabler. We are dedicated to improving contact centres. That’s all we do.

Getting a third-party perspective from the most reputable and longest established experts in the business is the fastest and most effective way to  assess or reassess your people, processes and platforms. And will guide you towards the contact centre you need to deliver both the cost effectiveness and exceptional customer service required these days to get and stay ahead of the pack.

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Business Continuity Expertise

It’s clear that recent events have made contact centres consider their business continuity plans. In planning for the future, you need to have confidence that when you activate your business continuity plan you can react quickly and correctly.

Our consultancy team have first hand experiences and best practice insights to help you operate as effectively as possible within the given circumstances. Whether you are dealing with immediate challenging situations affecting businesses today and need immediate support, or help in longer term planning of your operational business continuity, our experts are here to help.

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Activate your Potential

Are you only utilising a small percentage of your technology or not even sure what it is capable of? Our consultants help with user adoption and take up, the application of features and how they fit into the wider operations, and then shape your people and processes so that you realise the full benefits of your contact centre technology.

Smart Security

Our connected world is a playground for hackers.  Your contact centre might be an end-point for data thieves, or it might be seen as a useful place to gather credentials that they can use as leverage. Our security specialists can help identify weaknesses ensuring a robost and secure solution is in place.

Exceed Customer Demands

Our experts will analyse and help shift your contact centre’s capabilities to the ever-evolving reality of your business. So instead of making reactive, knee-jerk changes like so many competitors, you‘ll always be one step ahead.

Investigative Consultancy

Why? This is the question we ask every client. Whether you are focused on customer experience, agent retention, cost reduction or adding new channels to your contact centre, we will explore the business drivers underpinning these objectives to ensure they align.

Eliminate the Pain of Change

Evolution is usually less violent than revolution. After decades of working in contact centres, we understand the common and evolving challenges you face, and we know that change must be gradual, proportional, and sensitive to the needs, capabilities and expectations of your employees. Rather than making radical changes, we typically advocate for a phased and measured approach  to digital transformation. This ensures that all of your staff see themselves in your future.

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We are Here to Help

Our consultants speak your language because not only have they designed and implemented it, they have worked in and used the technology in operational environments.

Our long-term thinking means that our clients trust our advice and recognise the returns we help them achieve. How can we help you?

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Latest Updates

News

UK Youth
PRESS RELEASE: IPI teams up with UK Youth to help young people build bright futures

IPI are supporting UK Youth to improve opportunities for disadvantaged young people, helping them gain the skills they need to build bright futures.

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Blog

Contact Centre Crisis Management

Here are IPI’s top tips on how to best manage your contact centre during the pandemic. From WFM optimisation to making sure your website is up to date.

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Upcoming Webinar

 

17th June, 2020

Leverage analytics to support your remote agents and safeguard your brand.

I can honestly say that IPI are unique in their market space. Despite all the challenges affecting everyone now, IPI pulled out all the stops and delivered us a clear business continuity plan and helped us to quickly transition to a new solution seamlessly.

Harvey Gill, Head of IT

IPI’s Consulting experts showed us how to implement a better plan for our internal transfer rates and all volume due to failed customer self-service elsewhere in the organisation. We actually reduced our IDV process by a whopping 50%.

Thames Water

We now have a very powerful and effective operational optimisation strategy which has enabled us to exceed targets and continues to have a positive impact on our contact centre business.

Atos

We thought this type of speech analytics exercise was not going to meet our expectations because we’d been let down by previous attempts. But this was so much more than speech analytics. It went above and beyond by analysing the full contact between the agent and customer, uncovering more than just speech, and providing insight for us to unlock and understand – and take action upon.

Anglian Water