Services

Call Center Design, Development, Improvement, and Implementation

A comprehensive, business-results-focused service developed to implement or enhance a new or existing call center to maximize your return as measured in additional revenue, margin enhancement, customer retention, process cost reduction, and up- or cross-selling of customers. The following components are included:

• Identification of business objectives and measurable success metrics
• Identification and optimization of the business process associated with, or supported by, the call center
• Development of a detailed implementation plan including cost savings and revenue projections
• Implementation of the plan including automation, integration with trading partners, and change management to ensure that the process changes are made and are successful
• Success audits and ongoing support include automation enhancements, process enhancements, and staffing recommendations

Utilization and implementation of this service has resulted in 20%-30% savings in existing call center operations with greater total benefits achieved through revenue growth and enhanced customer retention.