Call Center Solutions  

Call Center Strategy and Roadmap Development

Call Center Performance Optimization

• Alignment to CEM Strategies
• Business Process and Workflow
• Call Handling Process
• Resource Profiling
• Hiring Practices
• Compensation and Incentives
• Training
• Monitoring and Coaching
• Employee Turnover
• Organizational Structure
• Scheduling and Forecasting
• Service Level Performance
• Abandonment Rate
• Metrics and Reporting
• Technology Functionality
• Call Routing Strategies and Architecture
• Internet and Channel Integration
• Knowledge Management
• Disaster Avoidance and Recovery

Call Center Implementation

• Call Center Site Selection
• Call Center Space Design
• Capacity Planning
• Furniture Selection
• Technology Design and Selection
• Organizational Structure
• Hiring and Training Programs
• Compensation and Incentive Plans
• Business Continuity Planning
• Call Center RFP Management
• Project Management

Workforce Management Planning and Staffing

• Hiring
• Agent Development
• Supervisor Development
• Employee turnover
• Absenteeism
• Motivation
• Compensation and Incentive Plans
• Team-Building
• Managing Stress
• Service Level Management
• Forecasting
• Staffing
• Scheduling
• Real-time Management
• Skills-Based routing

Training Development and Delivery

Quality Assurance Monitoring and Coaching Process Development

Call Center Technology

• Call Center Technology Strategy and Roadmap Development
• Self-Service Evaluation and Implementation
• IVR and VRU Selection, Design and Implementation
• VoIP Communications Analysis, Design and Implementation
• Call Routing Assessment
• Performance Management Tools
• CTI Applications
• Customer Relationship Management Tools
• Self-service capabilities
• Reporting and Analytics Technologies
• System Integration
• Virtual Call Center / Home Agent
• Vendor Selection
  
  

Customer Satisfaction Survey Development and Measurement

Call Center Consolidation and Outsourcing Analysis and Implementation