Industries

Overview of Projects

• Build omni-channel, customer-first, sales and service contact centers
• Introduce call center technology and phone system platforms
• Assist in implementing call center technology and phone system platforms
• Build service benchmarks for call centers, both outbound and inbound
• Re-make the customer experience
• Build habits and behaviors to warm the relationship and promote brand between your center and your customers
• Create retention programs to save customers and win-back customers
• Up-sell opportunities to help customers gain more from the relationship
• Identify necessary KRI / performance indicators for your organization
• Determine productivity levels based on organizational objectives
• Inside sales programs to increase revenue and lead conversion
• Create ever-lasting programs to handle direct response media
• If a lead will buy on the 7th touch, don’t stop on the 3rd touch
• Identify core metrics to evaluate individual and department performance
• Review and calibrate new hire and on-going training methodologies
• Build a training academy
• Review and calibrate the hiring program
• Review and calibrate telephone and effectiveness training
• Evaluate job descriptions and compensation structure
• Assess the “sound of the center” process for proactive QA
• Provide a tactical roadmap for technology and partner recommendations
• Suggest culture and incentive programs