Deloitte LLP
Digital Contact Centre and Service Centre Design and Optimisation
Deloitte assists buyers designing contact centre and digital service centre operations in line with a cloud and digital strategy. We support the selection, planning and delivery of cloud services for contact centre functions including CRM, WFM, CTI, quality management and case management.
Features
- Capability review, maturity assessment, benchmarking and gap analysis
- Analysis of customer journey and all customer touch points
- High-level and detailed organisation design
- Customer / contact segmentation and cost-to-serve analytics
- Demand reduction and channel shift methods and strategies
- Workforce management (WFM) processes and tools
- Development of capability for outsourcing / outsourced contact centres
- Contact centre & Service Centre cloud technology analysis and planning
- Workforce Optimisation (WFO)
- Contact centre platform architecture assessment, design and implementation support
Benefits
- Make effective use of cloud technologies for contact centres
- Holistic design of front office and back office operations
- Optimise total cost of ownership (TCO) of solutions
- Reduce transformation risk with high quality planning and analysis
- Design integration from cloud platforms to legacy systems of record
- Boost agent experience, productivity with greater flexibility and enhanced intelligence/assistance
Pricing
£450 a unit a day
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at publicsectorbidteam@deloitte.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
8 2 4 7 7 4 8 2 5 2 5 8 4 6 4
Contact
Deloitte LLP
Donna Farrell
Telephone: 0207 303 0913
Email: publicsectorbidteam@deloitte.co.uk
Planning
- Planning service
- Yes
- How the planning service works
-
Our overarching method helps buyers plan delivery of cloud services for contact and service centres by bringing together perspectives on organisation design, process design, technology and other related factors into a single framework. We help buyers align key elements of design with each other. Our planning service addresses elements such as:
• Organisation: including the roles and responsibilities, accountabilities, structures, the number of FTE needed for specific teams and activities, spans of control and layers, the links to governance structures and processes.
• Process: this defines both the high-level process architecture and detailed step-by-step processes. Reducing hand-offs and rework is of particular importance for the telephony channel, where cost -to-serve is high.
• People: this articulates the skills and capabilities required, desired behaviours and ways of working and, importantly, the overarching culture needed for successful execution.
• Technology: the contact centre cloud telephony, cloud CRM technology and data needed to support effectiveness of frontline staff who deliver service via telephone, email, web-chat and other digital channels. - Planning service works with specific services
- No
Training
- Training service provided
- Yes
- How the training service works
- We provide coaching and training for buyer staff adopting contact centre and service centre cloud services, including: * cloud technology training; * agile delivery methods; * operating model and operations design; * cloud architecture; * cloud platform configuration and usage.
- Training is tied to specific services
- No
Setup and migration
- Setup or migration service available
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- No
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security risk management
- Security design
- Cyber security consultancy
- Security testing
- Security incident management
- Security audit services
- Certified security testers
- Yes
- Security testing certifications
-
- GBEST
- CHECK
- CREST
- Other
- Other security testing certifications
-
- TIBER-EU
- ICAST
- CREST Certified Simulated Attack Manager (CCSAM)
- CREST Certified Simulated Attack Specialist (CCSAS)
- CREST Certified Tester (CCT) (APP)
- CREST Certified Tester (CCT) (INF)
- CREST Practitioner Security Analyst (CPSA)
- CREST Registered Tester (CRT)
- Offensive Security Certified Expert (OCSE)
- Offensive Security Certified Professional (OSCP)
Ongoing support
- Ongoing support service
- No
Service scope
- Service constraints
- This service is designed for buyers adopting cloud technologies as part of a contact centre and/or service centre transformation. This often entails changes to products, services, organisation structures and budgets as well as to technology architectures. As a result it relies upon executive sponsorship and appropriate governance for wide-reaching business change.
User support
- Email or online ticketing support
- No
- Phone support
- No
- Web chat support
- No
- Support levels
- We provide dedicated support from a project team, led by a Lead Engagement Partner who is accountable for the delivery of our service. This support is part of our service, and is provided throughout the duration of our service provision. It is typically available during working hours (Monday to Friday) but, with agreement, we can provide service and support for critical deadlines outside these hours.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Developed Vetting (DV)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- BSI Assurance UK Limited
- ISO/IEC 27001 accreditation date
- 01/04/2022
- What the ISO/IEC 27001 doesn’t cover
- The scope of the Information Security Management System is limited to the scope of Deloitte LLP and its subsidiaries in the UK, Gibraltar, Switzerland and Liechtenstein.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
Deloitte is committed to delivering effective stewardship of the natural environment both with our clients and within communities. We do this through our methodologies, how we run projects, how we work in partnership with our Social Value Delivery Partners and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the Social Value Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting.
Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of commitments.
We have infrastructure in place to deliver against this theme. Our Social Value Team manages our ecosystem of Social Value Delivery Partners, and shapes our commitments for delivering additional environmental benefits and influencing environmental improvement and protection. This is done in collaboration with our WorldClimate team, Responsible Business team and Net Zero Transformation, Strategy and Innovation Team.
Our WorldClimate strategy focuses on four objectives where we can make the biggest impact: achieving Net Zero by 2030: Operating Green; empowering individuals through education and sustainability challenges/tools; and engaging ecosystems by collaborating with our clients, alliance partners, NGOs, industry groups, suppliers, and others to address climate change at a systems and operations level.
Our engagement teams can undertake volunteering activities with our climate related Social Value Delivery Partners as social value commitments, contributing to habitat creation and increasing biodiversity (e.g. WWT, WDC). We also have partnerships where we can co-design commitments around green skills, green jobs and carbon literacy.Covid-19 recovery
Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting.
Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.
Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met.
Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.Tackling economic inequality
Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting.
Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.
Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met.
Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.Equal opportunity
Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting.
Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.
Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met.
Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.Wellbeing
Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with the wellbeing theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/ communities we are targeting.
Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to an engagement to agree KPIs and oversee progress and delivery of SV commitments.
Our dedicated Social Value Team provides the bidding and governance infrastructure to support engagement teams. The team manages our ecosystem of Social Value Delivery Partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes of improving the health and wellbeing within the contract workforce and community cohesion are met.
We have an extensive programme of wellbeing initiatives, tools and events to support our contract workforce. Our Future of Wellbeing team also specialises in wellbeing impact measurement, strategy, and culture, and can work with clients on improving these areas in their organisation. Their methodology is informed by best practice from around the world (e.g. CIPD, COMB-model of behaviour change, World Happiness Report, BSI ISO 45003, Thriving at work standards Stevenson/Farmer, City Mental Health Alliance).
Pricing
- Price
- £450 a unit a day
- Discount for educational organisations
- No
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at publicsectorbidteam@deloitte.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.