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We provide Strategic Analysis & Direction and Tactical Business superiority in Assessment, Analysis, Design, Alignment, Efficiency & Effectiveness focus for developing and maintaining balance in Customer Service Delivery.
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WHAT WE DO AND HOW WE DO
CONSULTNG SERVICES FOR CONTACT CENTERS
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Our consulting experience provides practical, cost effective innovative change, insights and knowledge to help you organize and maintain an effective Optimal model for your business growth and flexibility.
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What sets us apart? What is our competitive advantage?
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- We have a unique ability to bridge the strategic with the tactical.
- Our process is on-site and highly interactive resulting in three key benefits:
- We identify early on -in the process the strategic best practices, and how they apply to the client’s call/contact centre
- The consulting team involves your staff in the discovery process from day one so that problem areas are identified, they are addressed immediately and you start to see results much quicker than with a traditional approach.
- With the on-site partner experts working hand-and-hand with your client staff the foundation for change is set in the discovery phase itself and this begins to build the bridge from the strategic recommendations to tactical implementation. We guarantee no surprises, since we are there daily interacting with your staff, 24 x 7.
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Our Industry Expertise
We have expertise in the following industry B2C & B2B sectors:
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- Banking, Brokerage and Investment firms
- Chemical
- Communications & Wireless
- Electronic, Software, and Hardware Technology
- Consumer Goods & Services
- Credit Card
- Distribution Management
- Medical Products
- Mortgage & Home Finance
- Outsourcers Service Firm Evaluation & Selection
- Pharmaceuticals
- Property & Casualty, Life and GA Insurance Support
- Retail
- Tourism & Leisure
- Specialty Software
- Electric & Gas Utilities
- Energy & Energy Distribution & Delivery Services
- Financial Services
- Government Contracting
- Government Medicaid & Medicare
- HealthCare & Human Health Services
- High Tech Equipment, Application and Service Providers
- Manufacturing Operations
- Auto Insurance
Our Consulting Services
We specialize in the following key customer contact consulting areas:
- Strategic directional analysis and reviews of performance for multi-channel and traditional customer contact centres. .
- Alignment of call centre processes with corporate goals, resulting in improved customer retention, staff optimization, and cost efficiencies. Vendor-neutral technology assessment and selection. .
- CRM business requirements and selection.
- Contact centre consolidation for multi-site and branch operation optimization. Our expertise includes developing existing and the suggested future business requirements, the business case, ROI’s, and potential scenarios as well as the migration strategy, planning, implementation, testing, and roll-out for both physical and virtual customer contact consolidation.
- Redesign of key call centre end-to-end processes, including backend fulfilment.