Research and consulting company, callcentres.net, is relaunching itself as Fifth Quadrant.
However, the name callcentres.net will still be used for Fifth Quadrant’s online, publishing and social media division to maintain its equity.
According to Fifth Quadrant director, Dr Catriona Wallace, the relaunch of the company is its next step in growth, reflective of the rapidly changing service sector.
“We are no longer just experts in contact centre. We now provide specialist consulting, research and training across voice, face-to-face, online, correspondence and social media service channels,” she said.
Fifth Quadrant’s long term aim is to essentially change how businesses think about service strategy and ensure its on-going presence at boardroom tables.
Its strategic intention is to bring service strategy on par and integrate with other core strategies including finance, marketing and sales, IT/operations and human resources.
“We’re bored of service taking the back seat in terms of board-level strategies,” Wallace said.
The company intends to reach its goal by targeting service, which leads to customer engagement that correlates greatly with business performance.
“Our new name reflects the bringing of a fifth strategy, the service strategy, to the traditional organisational strategic planning process,” Wallace said.