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contactcentrepartners EXPERTS IN GLOBAL CUSTOMER CONTACT

contactcentrepartners EXPERTS IN GLOBAL CUSTOMER CONTACT

pa t l

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planning ANALYTICS analycs & communicaon PLANNING, COMMUNICATION technologies TECHNOLOGIES

pa t BROCHURE CORPORATE planning l analycs l communicaon technologies

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DISCOVER NEW POSSIBILITIES

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CCP

PACT

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 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.

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Omni-Channel

Business Analysis

Stakeholder Management

Customer Service

Telephony B2B Account Management Six Sigma Inbound

Campaign

Insight Analysis

MI

Custo Cont

Speech Sales

AHT

Real Time Project Management

BI

SLA KPI Live Chat

EXECUTIVE SEARCH • Head of Contact Centre • Head of Customer Service / Experience • Head of Sales • Contact Centre Director • Customer Service Director • Sales Director

Learning & Development

MANAGEMENT & LEADERSHIP • Team Leader / Manager • Contact Centre Supervisor • Contact Centre Manager • Operations Manager • Customer Service Manager • Sales Manager

Back Office Processing

Social Media

OPERATIONAL SUPPORT • Change & Transformation • Account / Vendor Management • Business Development • Learning & Development • Training • Quality

Workforce Optimisation

Quality

CONTACT CENTRE ADVISORS • Sales • Customer Service • Inbound • Outbound • Social Media / Web-Chat • Back-Office / Administration

Voice Analytics

CCP DIVISIONS

Voice Recognition

Multi-Lingual

Sales-Thro

Customer Experien Interim Consultanc Telecom Engineering

Capacity

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B2C

tomer ntact

-Through-Service

Intraday

Marketing

Data Analytics

Reporting Strategy Training

Process Re-Engineering

Prince II

Performance Analysis

Dialler

Resource Planning Technical Support

Forecasting

Cultural Fit

Outsourcing

Retentions

Service Delivery

Change & Transformation

IVR

Customer Journey

Telemarketing

Business Analysis

Stakeholder Management

MI

Multi-Channel

Customer Experience

Outbound

Scheduling

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

ANALYTICS • Management Information • Business Intelligence • Insight Analysis • Data Analytics • Business Analytics • Market Analysis

COMMUNICATION TECHNOLOGIES • Dialler Analyst / Manager • ACD / IVR Analyst / Manager • Telephony Analyst / Manager • Telephony Project Manager • Social Media Consultant • Speech Analyst

erience People Complaints Off-Shore tancy Workforce Management ering Continuous Improvement

ity Planning ccp media pack.indd 5

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A SELECTION OF

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OF OUR CLIENTS

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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: • Rep Ireland • Germany • Holland • Luxembourg • Spain • Portugal

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• Slovakia • India • Philippines • Singapore • S. Africa • USA

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sharing best practice

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CCP & PACT are registered members of the Recruitment & Employment Confederation.

CCP & PACT were award sponsors in 2013 and are on the judging panel in 2014.

PACT is proud to be an affiliate member and a recruitment partner of the PPF.

CCP & PACT have been sharing best practice as members of the SECCF since 2012.

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.

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CONTACT US 34-36 High Road, London E18 2QL Tel: 020 8989 7779 Fax: 020 8989 7774

contactcentrepartners EXPERTS IN GLOBAL CUSTOMER CONTACT

contactcentrepartners.com email@contactcentrepartners.com l l @ccprecruitment

pa t

planning analycs communicaon technologies

contactcentrepartners EXPERTS IN GLOBAL CUSTOMER CONTACT

pa t

planning l analycs l communicaon technologies

pactrecruit.com email@pactrecruit.com @pactrecruit

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