Custom Consulting
We have experience consulting in every facet of contact center management. Many of our custom assignments build on our specific strength of uncovering ways to reduce costs while improving customer satisfaction. Some examples of those projects include:
- Quality Optimization: We have built quality monitoring programs for numerous contact centers that go far beyond generating a score. Our programs identify coaching and systemic improvement opportunities, and integrate with customer satisfaction programs to ensure that the most important attributes are evaluated.
- Transaction Sharpening: We bring outdated work-arounds to light and identify where call handling changes can streamline handle times and help you do more with less.
- Process Re-engineering: Taking a broader view of customer communication allows us to identify where reactive interactions can be replaced with proactive ones, and where self service can be utilized to improve satisfaction and bottom line results.
- Sales Process Optimization: Great sales results in a contact center require more than effective communication techniques. We can show you how to manage queues, deliver calls to the most appropriate agents, identify cross-sell opportunities, and manage callbacks so that close rates and revenue per call are maximized.
Custom consulting assignments produce the targeted results you need to meet customer and enterprise objectives. We understand how important it is during one of these assignments to understand your unique culture, vision and competitive landscape. With an understanding of both the opportunities and the environment, we can craft recommendations that are well received throughout the organization.
Interested in learning more? Please fill out the form below, call us at (215) 679-5250, or send an email to info@serviceagility.com.