Call Center Solutions offers call center/contact center services in the following five areas:

• Strategic Planning for your center. How do you link the center's operation to meet the corporate goals?

• Operational Reviews with Recommended Best Practices driving efficiency and effectiveness focusing on the following key elements:

  • First Call Resolution - completing your caller's request(s) on the first contact.
  • Caller Satisfaction - getting direct feedback from the users of the call center/contact center services.
  • Agent Satisfaction - how do your agents feel about their role in the center?
     
• Technology Assessment first requires an assessment of the current situation, gaining an understanding of the current environment and the desired outcomes and answering the question, "What are the requirements of the business and the center?"
   
  • The first step in the assessment is to assure that current technologies are fully optimized.
  • Assessment/Evaluation of current environment and technology platform.
  • Partnering with your team, identify the business requirements for your technology platform.
     
• Training & Mentoring for Performance Excellence maximizing the performance of your most valuable asset, the front-line and the management team.
   
  • Our training focuses on the front line and their management team.
  • We offer courses on Customer Service Communication Skills for the front line and Communication and Coaching Skills for the front line management team.
  • Customized training to meet the needs of your unique organization and requirements is also available.
     
• Performance Benchmarking is an effective tool to document progress in operational or technology improvement initiatives.
   
  • As a partner of the Purdue and the BenchmarkPortal Benchmarking Community we have access to an extensive database providing industry and/or peer group benchmarking reports.
  • Benchmarking Data is gathered on-site. Benchmarking reports are then developed and a gap analysis is provided. This data and gap analysis can be used to document many issues including performance improvement.