Contact Center Association offers a wide range of services tailored to your individual needs. If you’re a manager in need of data analysis, a review of your practices, benchmarking analysis, technology or operations strategic planning, we can connect you with a professional to help address your contact center needs.
Contact Centers – large and small – rely on our solutions to improve efficiencies, streamline operations and understand technologies. Contact us and leverage years of experience gained from working with contact centers worldwide.
All of our consulting services are provided by a team that is:
- Experienced - Our team members have experience not just as consultants, but also as managers and executives running contact center operations
- Independent - We provide recommendations free of the bias the comes from financial ties to industry suppliers
- Industry Recognized - All of our consultants are known throughout the industry through speaking engagements at conferences and by authoring articles for trade journal publications
- Action-oriented - With experience in both writing and educating, we understand how to deliver recommendations that drive results
Our assessments provide you with an independent, external evaluation of the performance level of your contact center. We offer a number of different assessment options:
Comprehensive Performance Assessment: Our comprehensive performance assessment provides a complete evaluation of your operation compared to a developmental scale of best practices. You see how your performance compares to the most proficient operations and where the opportunities are greatest based on your specific objectives and company culture. Our comprehensive assessment includes specific, prioritized recommendations on how to improve your contact center. These recommendations are documented in a detailed written report (customized, not prewritten) that you can refer back to at any point for clarification and direction, and are also part of an on-site presentation that is used to summarize points, discuss topics, answer questions, and outline action plans. On-site training and follow-up visits are offered as options to ensure a smooth implementation and provide ongoing support.
Our assessment can focus on some or all of the following areas:
- Workflow design
- Quality assurance
- Workload planning and forecasting
- Voice of the customer measurement
- Employee hiring and training
- Setting objectives
- Monitoring and reporting results
- Technology utilization
Who will benefit: Our assessments are built for contact centers that fit one or more of the following descriptions:
- Have an awareness that improvement opportunities exist and would like help fully defining and prioritizing them
- Currently performing at a high level and want guidance on how to continue to stay ahead of the competition
- Require an outside expert opinion to help jump-start a performance improvement initiative
Efficiency Assessment: Specifically designed for those constrained by limited budgets, our efficiency assessments focus on contact center activities that, when optimized, allow you to do "more with less". These projects are customized to your needs, and will typically include a review of:
- Self service options
- Menu design
- Skills based routing utilization
- Call handling processes
- Workforce management practices
The objective of the efficiency assessment is to quickly identify the changes that will allow you to reduce the cost of providing service without negatively affecting quality or customer satisfaction. At the conclusion of the assessment, clients will receive a presentation describing improvement opportunities and an estimate of savings associated with each one.
Who will benefit: Contact centers that have significant cost obstacles and those that have been challenged to substantially reduce expenses will benefit from this assessment.
Target Area Assessment: For those that are looking for specific help in just one area of performance, we can provide a targeted assessment. These are especially useful for organizations that are looking to implement a new support area (e.g, a quality assurance group or workforce management team), or those that believe they need to overhaul an existing operation. Targeted areas include but are not limited to:
- Workforce Management
- Quality Assurance
- Voice of the Customer
Who will benefit: Any contact center that has an obvious gap in a one performance area compared to others is a candidate for a target area assessment. This type of project will help to close the gap as quickly and effectively as possible.
In addition to assessments, we also provide consulting support for change initiatives. For these projects we work with you to create/refine the change plan and implement the action steps. Some of the opportunities associated with change initiatives include the following:
Strategic Design Development: For operations in need of workflow redesign into and out of the customer service and/or sales operation, we offer strategic design development services. For this type of project, we focus on sales and service needs from the customer perspective and help you design an environment that optimizes customer access options, call flow, and self service opportunities. We also identify the key metrics that support your objectives and build reporting templates that monitor performance.
Who will benefit: Strategic design consulting is built for start-up operations and for those that have a need to completely overhaul their delivery system for customer interaction (this could be caused by factors such as a merger, new product/service introduction, a significant change in the competitive landscape, poor operating results, etc.).
Resource Planning and Modeling: Our resource planning consulting is for the organization that does not want to change workflow but is having difficulty determining the right amount of resources needed to meet service objectives on a consistent basis. Our experience in forecasting and staffing allows us to identify key volume, transaction time, and capacity drivers and produce a model to quantify staffing resource requirements. We can determine the time horizons that will drive your budgeting and scheduling requirements and deliver to you plans that will meet your service objectives at the lowest possible staffing expense.
Contact us today: Services Request Form
Who will benefit: Any service operation that struggles to accurately determine staffing needs on a consistent basis will benefit from this consulting. It is equally valuable for those that are effective at calculating the need but have not been able to sell the requirements to executive leadership.
Transaction Sharpening: Over time, it is common for contact center operations to develop “workarounds” and other process revisions that differ greatly from the original design intent. We offer ‘transaction sharpening’ services that identify where these changes have occurred, and where other opportunities exist to streamline internal processes. For these assignments, we observe a large sample of transactions and identify ways to eliminate or revise steps to reduce the investment of time and/or improve the customer experience.
Who will benefit: A lack of consistency in performance results is a key symptom of transactions that have become “dull” over time. In many cases, we can review your data to see if you are showing signs of this inconsistency. Clients with fresh, “sharpened” transactions will benefit from overall improvements in performance along with greater levels of consistency in results.
Executive Mentoring: For executives new to the sales/service environment, or for experienced leaders looking for a fresh external perspective, we offer mentoring services. This support is delivered on-site or electronically via telephone/email.
Who will benefit: Mentoring is a great option for those that have achieved success in other areas of leadership and are new to the service operation. It also fits well with those looking for an external perspective, and for specific projects (such as annual budgeting) where input and validation from an industry expert will help achieve an objective.
Additional Questions? 877.535.0707 or firstname.lastname@example.org