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Evans Consulting Group is a recognized leader in contact/call
center consulting, marketing, and professional training programs.
We are now in our 19th year of business, offering our customers
the best training and service programs in the area!
To categorize our services clearly for our clients, we've
created 2 different categories of services, each of which
falls under a different business name - Evans Consulting Group
(the parent company), and Customer
Service 101.
The mission of Evans Consulting Group is to help clients
improve the effectiveness of their customer communications.
The bottom-line result of each assignment we take on is the
increase in customer loyalty and improved revenue stream,
as well as reduction in operating costs. We help our clients
retain their customers by focusing on improving service levels
in all areas of customer contact.
We are best known for, and continue to focus on,
3 specific disciplines:
- Customer Service and Professional Development Training
Programs.
- Call/Contact Center Design and Performance Tracking.
- Customer-Focused Marketing Strategies and Promotions.
By maintaining our focus on these 3 disciplines, we're able
to ensure that we consistently offer our clients the best
solutions to meet their individual, unique needs.
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WHAT DO WE DO?
Call/Contact
Center Consulting • Remote
Monitoring • Benchmarking
• Mystery Shopping
• Audits
and Performance Management • Customer
Service Certification
For the past 14 years, we have
helped companies improve the quality of their customer
contact operations. We do this by designing more effective
internal processes to help your employees communicate
effectively with your customers. Increasing the productivity
of your customer service operation may require such
strategies as effective CTI integration, Case Tracking
& Management tools, and effective call monitoring.
We can provide benchmarking for your business operations
against your competition in Business to Business comparison.We
also provide on-going quality checks via our Monitoring
and Mystery Shopping Programs to evaluate your representative's
customer service skills and develop knowledge gap analysis
and one-on-one coaching.
CUSTOMER
SERVICE CERTIFICATION: The
FIVE-MODULE CERTIFICATION SERIES FOR CUSTOMER SERVICE
SPECIALISTS
Key Components of our
certification:
- Developing Customer Service Specialists to better
communicate with your customers
- Understating the value of professional, business
friendly and consistent service for all customer interactions.
- Developing expertise in specific customer contact
channels including inbound contact center environments,
self service, case management/tracking, email, voicemail
and inbound/outbound telephone calls.
- Participants must successfully complete each two
hour module for certification.
THE IMPACT
OF FIRST AND LAST IMPRESSIONS
"Your Customer
May Not Remember What You Said, But They
Will Always Remember How You Made Them
Feel."
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