Consulting Services
Contact Center Assessments
The College of Call Center Excellence is skilled at examining all aspects of contact center operations. We help you balance customer expectations and financial objectives by identifying the performance metrics that will drive success. Our assessment process will make performance gaps more obvious and help to pinpoint the initiative that commits a minimum of resources to achieve the best performance results.
Technology Design and Review
Technology optimization is an important part of every contact center. Seamless interaction and contact support require all of your technology assets to be operating in unison. Much of contact center technology either measures and manages agent productivity or executes functions previously performed by live agents. For self service to be effective and a positive experience for the customer, ongoing management is essential. Our auditing team will work with you to insure effective execution.
Selection and Assessment
Employee selection is crucial to center success and profitability. Designing and implementing an effective selection and assessment process is the first step in maximizing your hiring and ultimately, your training process. We will work with you to select the skills, abilities and knowledge essential for the team. Whether you hire direct or work with a temporary agency, we can help you select the best team.
Scorecard and Metric Management
Balancing efficiency and effectiveness is the challenge we face everyday. Individual and center scorecards help "inspect what you expect" and measure your progress. We will help you insure the best financial balance while insuring customer and employee satisfaction.
If you want us to contact you for more info for your Call Center Performance Evaluation and Standards needs and on any of our consulting services.
