Strategic Call Center Assessments
Our Call Center Consulting Services – Strategic Assessment focuses on:
- Best Practices & Benchmarking Comparative Analyses.
- Contact Center technology evaluation – Vendor-neutral.
- Workforce Optimization.
- Employee Engagement.
- Call Center Process Improvement.
The result is a detailed road map outlining specific action steps to improve each area.
Best Practices, Bench-marking & Gap Analyses
Our Call Center Consulting Services – Best Practices, Benchmarking & Gap Analysis focuses on identifying the specific metrics and process “gaps” between current performance and best-in-class performance.
Performance below standard is identified as a “gap”.
A comparative analysis of “gaps” in metrics and best practices processes, the “Gap Analysis” enables focus on action steps needed for improvement.
Technology Evaluations
Our Call Center Consulting Services – Technology Evaluation focuses on addressing the business and technical functionality needed for the digital economy. Our call center consulting expertise includes:
- Multi-channel ACD
- IVR & Callback Technology
- Workforce Management/Optimization
- Quality Management
We can help you increase sales, improve customer retention, improve efficiency and reduce cost.
Voice of the Customer/Quality Management Programs
Our Call Center Consulting Services – Voice of the Customer focuses on three critical areas:
- Customer feedback processes.
- Quality management programs.
- Training for an improved customer experience.
The result incorporates recommended action steps, a cost-benefit analyses, and a road map with timeline for improving the customer experience.
Workforce Optimization & Employee Engagement
Our Call Center Consulting Services – Workforce Optimization & Employee Engagement focuses on the tools, technology, processes and procedures used to plan and schedule agent staff as well as to assess Voice of the Employee programs.
Our call center consulting focuses on the alignment and allocation of staff for the best possible service levels at least cost with the greatest employee engagement.
The result are detailed recommendations for the best practices, technologies, tools and processes needed to improve performance from a business and an employee perspective.
Call Center Sales & Service Process Improvement
Our Call Center Consulting Services – Sales & Service Process Improvement focuses on identifying opportunities for efficiencies, automaton, and self-service.
The process begins with an analysis of current processes. This process involves documenting, diagramming, and analyzing “As Is” or current processes.