On August 19th, The Connection® celebrated its 36th year in business. Founded in 1981...
Call Center Consulting
Call Center Consulting Designed to Optimize & Elevate Your Call Center Operations
Are your call center operations running at peak performance? If the answer is "no" this could be impacting your immediate and long term success. Contact our expert team of Call Center Consultants who can help reduce costs and increase revenue by elevating performance, efficiencies and customer loyalty.
Our Process, Your Success: Let Us Put Our Experience to Work For You
There are any number of reasons to engage with contact center consultants including, but not limited to:
- Evaluating the cost effectiveness of outsourcing your call center versus keeping it internal
- Evaluating Future Growth Options
- Improving Processes & Efficiencies After Quick Scale of the Organization
- Comparing Operations Against Industry Benchmarks, Current Trends & Best Practices
- Improving Customer Experiences and Enhancing Customer Loyalty
Whatever your reasons for looking to partner with a Call Center Consultant, you’ve come to the right place.
We live your world everyday adding value to our Call Center Consulting projects by being active industry practitioners, staying up-to-date on the latest trends, challenges, technologies, regulations and operational needs of the industry. Our team of call center advisors leverages over 150 years of combined industry experience, providing unbiased and actionable call center recommendations, solutions and strategies that are focused on meeting your organizational needs.
Realize Additional Revenue: Evaluate Your Operations From A Customer Perspective
Our team of Call Center Advisors takes a 360 view of your call center operations from the perspective of your customer. By evaluating your call center from the viewpoints of your customer, not only are we able to evaluate and optimize your call center operations, but we’re also able to identify opportunities for additional revenue and customer growth that are otherwise overlooked by looking solely from an operational perspective.
Our Team of Call Center Consultants Works With You To:
- Map A Beginning to End Journey of Your Customers
- Identify Key Customer Decisions
- Evaluate How Call Center Experience, Metrics, Agents & Performance Influence Those Decisions
- Evaluate Performance of Existing Service Channels and Customer Touch Points As Well As Any Gaps
- Compare Your Call Center Performance Against External Industry Benchmarks & Best Practices
- Evaluate Your Call Center Including Recruiting, Team Performance, Operations, Technology, Structure, Layout, Workforce, & Training to Name a Few
- Identify Opportunities for Enhancing Customer Experience & Customer Loyalty
- Identify Opportunities In Your Call Center, As Well as Cross-Departmentally to Realize Additional Revenue Growth
- Provide Unbiased, Insightful, & Actionable Recommendations Based on Your Business & Customer Service Goals
- Deliver Reports & Findings In A Way That Empowers Your Personnel to Enact Change After We’ve Completed Our Project
We can provide as much or as little Consulting support as you prefer from the items above. If you have specific challenges like workforce management, recruitment or quality assurance optimization goals, we can help with those too.