Company Overview

Orbita Consultancy Limited (Orbita) is a UK-based company, founded in 2011, with the primary
objective of assisting organisations to deliver exceptional customer service. The company builds on
over 20 years of experience with contact centres, covering a wide range of industry sectors from an
emphasis on the emergency services through retail, travel, utilities and finance to central and local

Orbita’s heritage spans more than 30 years – creating the availability of a renowned pool of talent and
access to highly effective, bespoke techniques for contact centre design, implementation and review.
Orbita is accredited by EENA and has already assisted with quality assessments of European providers
of emergency call handling services.

Key services include:

  • EENA – Accredited Consultants and Quality Assurers – associate member of the EENA Team;
  • Operational Review and Improvement – comprehensive review of contact centre design, operating processes, technology and people, producing a road map for change. Providing support and expertise to successfully implement change and manage the process.
  • Location Services – using various authoritative information sources to analyse the pros and cons of candidate locations for contact centres (emergency services); then conducting a detailed evaluation of short-listed sites in order to recommend the way forward.
  • Workforce Planning (WFP) – forecasting the volume of contacts by season, month, week and intra-day; and generating the necessary capacity plan (required staffing) in order to respond to contacts within service targets (emergency services typically require 95% of calls to be answered in 5 sec).
  • Contact Centre Solution Delivery – implementing the operational and technical solutions; recruiting as required.
  • Benchmarking – using our own data and internationally recognised sources to provide a detailed benchmark of contact centre services, covering: performance, competitive comparisons and leading practice.
  • Emergency Call Answering Services – review of cost per emergency call to determine value for money, operating model design, technical architecture definition, delivery of capability, performance review and improvement.
  • Programme & Project Management – we are always ready to deliver our consultancy recommendations; and have a successful track record of doing so – to the required standards, e.g. Prince 2.
  • Procurement Management – working with the client to define requirements, shortlist suppliers and conduct a formal procurement exercise with auditable evaluation and then mobilising the selected contractor.
  • Bid Management – working with outsource service providers to create the most applicable response to complex opportunities.
  • Business to Business Relationships – ensuring new business relationships are set-up and managed correctly and providing a reconciliation service to rectify problem business relationships.
  • Business Continuity & Disaster Recovery – working in accordance with ISO 22301 and BS 25999 – creating the requirements, delivering the plans, implementing the solution and then implementing the necessary tests and assurance.
Contact (1)
Paul Hatfield

Managing Partner at Orbita


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