We have been Specification, Design and Training consultants on some of the largest inbound and outbound projects in history.
We help our clients move calls through the Long Distance Networks, to the Call Distribution, and Call Handling Systems at the front door of their call centers. Once your caller arrives at your front door, we help assure that they have a comfortable, productive experience with your frontline assets. This is accomplished through CallPaths that guide the Caller-Agent interaction.
Many of our projects start with clients that have mature businesses. With these clients we start with a Diagnostic Assessment to get a read on and create a baseline of agent performance across queues and call centers.
Using a customized assessment tools, we look for performance and process trends. To the extent possible, we evaluate Agent performance relative to opportunity, with a focus on sales and retention performance.
We look at Process, Policy, Quality and Agent Performance relative to Opportunity.
Based on our findings, we make recommendations (as needed) regarding compensation, incentives, quality, process, performance metrics, training, coaching, and communications with the front-lines. |
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