Contact centers are the heartbeat of your company’s customer experience. Unfortunately, this critical component of your brand sometimes lacks the efficiencies and effectiveness you need. Whether you are looking for call center consulting or call center outsourcing, we are ready to help you.
We want to become an extension of your business, not just another consultant, and we have the process and skills to make your contact center a success.
The CCOG method
We begin our partnership with you by analyzing the situation as quickly as possible. By leveraging our call center outsourcing and consulting experience, we observe and identify where we can help. Together we make improvements immediately rather than taking weeks for assessment.
Once our quick assessment is finished, we partner with you and your team to create a plan of action. Change is most effective when leadership has ownership of the process, so our process requires engagement and buy-in from the leadership team. After all, no one knows your environment like your team.
We have assessed and planned for success, and the next step is when the partnership attacks. Our goal is to not drag out the process but to increase your efficiencies in an organized and focused manner. Rapid implementation of the plan ensures change without wasting your time and money.
One of the most important aspects we bring to the table in call center outsourcing and consulting is documentation. Lasting, productive change requires solid process recording and training material. Your contact center needs reference and instruction materials, and we make sure to provide thorough documentation.
As we move through our plan of attack, we will learn things. As we learn, we will document and share with your organization. Learning is the most important step as we move towards the last phase in call center consulting.
Finally, we refine and adjust the plan to incorporate what we both learn. The attitude of constant refinement will achieve lasting success as the organization continually optimizes.
Main services in call center consulting
We offer a whole suite of services in our effort to help businesses achieve success with their contact center operations. Our call center consulting services can cover all or some of the following services, depending on the needs of your contact center.
- Training and organizational development, including culture development, can make sure your leaders achieve while reducing attrition. Not only can we help you create development programs, but we are also available for speaking engagements.
- Our consulting services assist with process improvement using the CCOGmethod, helping with attrition while also keeping an eye out for call center outsourcing needs.
- Resource utilization and deployment can be one of the biggest challenges for contact centers. Workforce management, which routes calls and assists in creating schedules and understanding capacity is necessary. Let CCOGhandle workforce management for you, ensuring you maximize efficiency and effectiveness.
- Plus, our sales and implementation team, as well as our staffing support, can help you remain fully staffed with the right people, hiring long lasting employees the first time. We can train your inbound sales team with powerful scripts to ensure you have maximum effectiveness, closing sales and increasing revenue streams.
- Technology increases the efficiency and effectiveness of any contact center, and our call center consulting can help you implement necessary and ideal technology. Our best in technology partners can provide your call center with streamlined self-service software while balancing the line of providing amazing customer service.
- Process changes will take your center so far, but our performance improvements have proven results for lasting change in increasing operational and employee performance. Our proven, methodological approach combines with powerful coaching strategies to give you results you can be proud of. We build your improvements while you focus on day-to-day operations.
Call center outsourcing
In some situations, call center outsourcing makes more sense for both ROI maximization and increased effectiveness. Yet, outsourcing can create challenges of its own. That’s where CCOG can help. We have the best partners in call center outsourcing, giving us the ability to help you find the right vendor the first time.
We are there every step of the way, including strategy and conducting the RFP process in selecting a vendor. Of course, negotiations begin once you find a vendor you want to work with. The wrong contract can cost millions in inefficiencies and lost customers.
We have a great deal of experience in designing contracts that protect your business as well as meet the vendor’s needs. By using us, you can avoid the pitfalls of implementation and contract fine print that add up to a hit to the bottom line.
We understand each contact center is unique, and we tailor our services to help your company succeed. Our call center consulting will increase effectiveness and save you money in your contact center, and our call center outsourcing will make sure you avoid the pitfalls other companies make.
