Call Center Consultancy Services
Our team analyzes your current operation and create an action plan to improve business performance and enhance customer satisfaction. We provide you with a comprehensive report to share with stakeholders.
A clear step-by-step plan of attack.
Our team of dedicated consultants is here to thoroughly assess your current operations, develop a tailored action plan for improvement, and equip you with a comprehensive report to engage and inform stakeholders.
In-Depth Analysis
We leave no stone unturned when it comes to understanding your call center's current state. Our team conducts a meticulous and comprehensive analysis, evaluating eight critical areas of your operations.
Customized Action Plan
With the insights gained from our analysis, we design an action plan specific to your call center's needs and objectives. It's your roadmap to enhanced business performance and heightened customer satisfaction.
Eight critical areas that we'll address:
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.
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.
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.
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.
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.
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.
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.
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.