Have you ever signed on to receive training support for your business, only to find that it was incompatible with your organizational model? It happens more often than any of us realize, and wastes time and money, while also resulting in a misalignment of employee resources and organizational direction. Our approach to training involves the development of a delivery that is customized to fit your company and includes tracks for each call center role, agent, supervisor, manager owner and other related positions to the call center operations.
Our model for call center software support is classified as traditional, in that our customers tell us when they have an issue and we then take measures to solve it, but we focus so diligently on devising just the right solutions for our customers that we rarely hear from them, which is anything but typical or traditional. Our ticket resolution is complete and we offer tier-based call center management support services that allow you to select how much you want from us on an ongoing basis, while also being assured of round-the-clock emergency support every day of the year.
Some call center consulting relies largely on best practices to develop solutions; while this may result in advice that meets some of your needs, a “one-size-fits-most” approach can only go so far. Ensuring that analysis is conducted on the front-end and coupling learning from previous experiences with real-time data and information specific to your company are key to a positive consulting relationship and experience on both sides. We conduct overview analysis, ongoing agent and skills discovery, and work with measurable metrics to improve contact rates and provide a customized approach for all our clients.