Consulting
Service Agility provides consulting for service, sales, and technical support contact centers. Our work is customized to your specific need. We start with an introductory call to learn about your environment and define project objectives. From that, we craft a proposal that defines the methodology, deliverables, timeline and fees. Once you are satisfied with the project outline, we get to work exceeding your expectations.
While each project is customized, our work typically centers on the following types of assignments:
| If This Describes You… | We Can Help You With Our… | And You Receive… |
|---|---|---|
| You believe there are improvement opportunities but are not certain where they are or what the priority is | Contact Center Comprehensive Assessment | A blueprint to help you continually improve all facets of your operation for years to come |
| You need to reduce costs while still maintaining (or even improving) levels of service | Service Agility Assessment | Specific, detailed actions that can generate immediate benefits for your organization |
| You need to build better menus that are more customer friendly while getting more efficiency from skills-based routing | Call Routing Design Service | Recommendations on how to improve customer satisfaction with better menu design while reducing expenses through fewer transfers and better utilization of multi-skilled agents |
| You need to explore outsourcing but understand that this decision is too important to risk a mistake | Outsourcing Selection Service | Industry tested and customized RFP, a proposal evaluation grid, and the expertise and on-site support and leadership required to identify the perfect partner for your organization |
| You have a Workforce Management (WFM) person/team but are not generating enough value from this activity | WFM Assessment | An analysis of WFM systems, processes, tools, performance, and strategy that describes the opportunity and identifies actions for improvement |
| You have a specific performance problem and know what it is, but need help and outside expertise to resolve it | Customized Consulting | A detailed analysis of the problem(s) you face along with a clear action plan outlining resolution steps |
| You have responsibility for your organization’s contact center but have no expert, external resources to utilize for research, guidance, and opinions |
On-call support | Direct access to a consultant that can provide insight on key issues and help provide perspective for the critical decisions you face |
For information on a specific offering, please click the links above.