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Our call/contact center audits are conducted onsite and include
detailed analyses, assessments, and recommendations for performance
improvement.
We perform a wide range of call/contact center services,
including business process design and evaluation, performance
metrics, reporting, management systems, infrastructure, organization,
technology applications, and interdepartmental touch points.
Our guiding principle remains the same throughout our process
- each part represents the whole. This means that all areas
of the company impact the customers' perception of your organization
and each will be a part of our assessment.
A "gap analysis" is conducted to define
your current environment with a recommended business plan.
We identify both short and long term goals and provide you
with a "phase in" project plan. Included are recommendations
for performance improvement, benefits, opportunities, ROI's,
and cost-benefit analyses from a high level for upper management
to a very specific drill down for those who will be responsible
for the day-to-day project activity.
SERVICES PROVIDED:
- Performance Tracking and Evaluation
- Call Routing Analyses
- Skills-Based Routing Analyses via the ACD/IVR/CTI
- Business Process Re-engineering
- Workflow & Process Documentation
- Efficiency & Productivity Analyses
- Redesign & Reengineering
- IVR Design, Scripting, & Analyses
- Customer Utilization Analyses
- Event Analyses
- Industry Benchmarks
- Scripting
- Menu Design
- Testing
- Development
- QA Policies & Procedures
- Agent Monitoring Program
- Monitoring Technology Assessment
- Customer Relationship /Case Management
- CRM vendor analysis, design, development, implementation,
& end user training
- Case Management vendor analysis, design, development,
implementation, & end user training
- Knowledge Base design and implementation
- Customer Contact Process, Documentation, and Implementation
To learn more about our Call/Contact Center Consulting
services, please call us at (770) 772-7377 or email
us. You'll be glad you did!
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