The Global Association for Contact Center Best Practices & Networking

4th Mar 2011 -- ProtoCall One, a contact centre consultancy and systems integrator, has announced positive results for the year ended 31st December 2010. Revenues increased by 15% over 2009, enabling the firm to invest in strengthening its management and technical teams and to extend its portfolio of services. The company increased its workforce by 20% during 2010 with many roles at a senior level of the organisation.

Mike Havard, formerly CEO of CM Insight, joined as board advisor with a brief to align the business for rapid growth. Mike brings a wealth of contact centre and customer communications sector know-how and experience, along with high-level contacts, which were harnessed to immediate effect.

Paul Weald joined from contact centre consultancy RXP, as strategy director of ProtoCall One's new Customer Innovations practice. Customer Innovations provides contact centre best practice around strategy, optimisation, multi-channel communications and social media. One example of this is Live Manual, a new advice and mentoring service for Genesys customers, that focuses on the goal of best practice in the contact centre. This gives business users access to an extensive range of Genesys applications knowledge, support and guidance on their use of technology.

Faraz Khan, managing director, ProtoCall One commented on the achievements: "In 2010 we built the management team needed to take the business to the next level as an innovative provider of contact centre solutions for major UK and global organisations."

"Not only did we expand our capability with the recruitment of new team members, but we also strengthened our partnership with Genesys by focusing exclusively on their broad and comprehensive solution set. In 2011 Genesys will be focusing on Workforce Optimisation to analyse employee performance across all channels including social media, SMS and web chat in real-time; Intelligent Workload Distribution to enable businesses to distribute customer service work items across different resources and departments (e.g. home workers and back office exerts) while dynamically matching, prioritising and managing service levels; and SIP enabling service providers to develop a more advanced customer experience, far beyond the confines of traditional voice calls."

Paul Weald, strategy director of ProtoCall One's Customer Innovations practice commented further on industry trends: "We see our customers wanting to increase customer loyalty and revenue, reduce operating costs and improve employee satisfaction. Our focus will be on providing a combination of innovation and solutions, helping our customers to design and deliver improvements to contact centre operations that deliver a ROI that could not otherwise be achieved."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prfire.co.uk

About Protocall One:
ProtoCall One is a leading consultancy and systems integrator specialising in Virtual Contact Centres and Workforce Optimisation solutions enabling Genesys and non-Genesys contact centre operators to deliver excellence in customer service. We assist businesses from all business sectors to improve how they connect with their customers across multiple contact channels, increase customer loyalty and revenue, reduce operating costs and improve employee satisfaction. ProtoCall One has experience of more than forty major Genesys implementations and is widely recognised as one of the most experienced Genesys consultancy & support organisations globally.