Professional Services

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Years of Experience
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Vetted Partners
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Completed Projects

Having spent more than 30 years building, managing, and scaling centers of excellence, we’ve built an interactive eight-point inspection tool that you can use to evaluate your operation in real time.

We provide professional services
to help you create a center of excellence

Call Center Power Professional Services, Center of Excellence
Call Center Power, Call Center Matchmaking 1

Recruiting & Staffing

Efforts should be dynamic with a consistent flow of new applicants to account for any shifts, linked with forecasting and scheduling efforts to anticipate agent needs, and strategic with consistent agent evaluations to determine the right profile.

Call Center Power, Call Center Matchmaking 2

Training

Processes should include instructional design with content specific for the audience, training facilitation with proven methodologies delivered in an interactive format, and certification to ensure complete readiness before interfacing with customers.

Call Center Power, Call Center Matchmaking 3

Quality Assurance

A strong QA program ensures soft-skills are in-line with given requirements, protects all parties involved through call compliance, addresses quality oversight of contact channels, and sets behavior expectations with accountability.

Call Center Power, Call Center Matchmaking 4

Workforce Management

This call center function leverages multiple tools, functions, and personnel to optimize staffing, creates the proper workforce size by balancing service level with agent utilization, and has a healthy environment that fiscally benefits the organization and agents.

Call Center Power, Call Center Matchmaking 5

Operations & Vendor Management

These functions work side-by-side all other areas effectively, are made up of leaders, supervisors, and agents, partner with vendor managers to drive key performance indicators.

Call Center Power, Call Center Matchmaking 6

Tools & Technology

Contact Center as a Service (CCaaS) is the foundation of the technology stack that functions as the main platform integrating with the customer relationship management system.

Call Center Power, Call Center Matchmaking 7

Reporting & Analytics

This portion of the operation is custom built for the call center needs with reporting dashboards and business intelligence analysis to optimize performance on an ongoing basis.

Call Center Power, Call Center Matchmaking 8

Culture & People Practices

These practices include taking care of the employees in order that they take care of the customers, building and maintaining a culture of trust, development, and participation, and effective hiring, development, communication, and empowerment.

Build, manage and scale your center of excellence today.

Download Case Study Today

Call Center Power provided this international multi-level marketing company with an array of best-in-class contact center solutions. Download the case study today to learn about the professional services engagement.