CCD
Benchmark Audits
(Click for more)
Improve your decision making and focus your
resources.
Call
Center Workforce Stability Assessment (Turnover Reduction)
One of the biggest challenges facing all call
centers is retaining top talent. The CCD Call Center Workforce Stability
Assessment was designed to provide you a complete understanding of your
call centers root causes of turnover and specific recommendations on how
to reduce it.
Start
up
Opening a new center
and need assistance with creating and implementing your plan is no
problem. Tell us what you need.
Redesign
or reengineering
Need to overhaul your
current operation and don't know how to do it? We do.
Systems
Review
Over time, many call centers get bogged down
with the support of technology - PBX, ACD, IVR, etc. - centers grow and
shrink, change and evolve all in an effort to support the business at
hand. Efficiency and effectiveness is the objective and sometimes the
tools in place just aren't supporting the center as efficiently or as
effectively as it should. So the question is - do we replace the
technology or modify it or add to it . . . ?
Our experts review your call center operation
and all of its technology and make recommendations for improvement - it
may be replacement - in many cases it is make changes that are more cost
effective and extend the life of the technology in place.
Customer
Satisfaction Surveys
We can provide your organization with the most
cost-effective and thorough way to capture what your customers truly feel
about their experience. Benchmark your results with our database,
which is one of the largest in the world.
CTI
Development
Many of our clients have found that moving into the world of CTI
requires major technology change and considerable effort on process and
flow design and redesign. We have found that the proper application of CTI
in the right way can have maximum impact on a call center - easing call
flow problems, improving customer access to your center and increasing
service levels. What would a 10% increase in service levels save you in
real dollars? CTI when properly implemented with specialized routing
enables CSRs to excel at what they like to do best, increase levels of job
satisfaction, lengthen their time on the job - that means lower turnover.
What would lowering your turnover by 10% save you in real dollars?
Reporting benefits from CTI as well as you can design reports that will
be meaningful to all department heads in your business - in their terms.
These reports will not only communicate information that they didn't know
they could get, but also position the call center as an organization of
value, one worthy of investment, a department that shouldn't have to
scratch and claw for every bit of constructive initiative based spending
requested.
Our experience will be employed to uncover those areas of improvement
that will benefit from CTI. We will build the business case for you and
help you to get it sold internally. CTI is not just new, complicated,
technology. It is an opportunity for all call centers to get control of
their operation and improve customer service levels and their level of
positioning within the organization.
Specialty
Research
Our research has assisted organizations learn
more about their industry and competition. We have also assisted companies
with beta testing and product validation studies. Research can be
customized to fit your needs.
As your call center expands capability with connectivity to the
internet, e-Commerce grows at an astounding rate. Security becomes an
important factor for any business that has a presence on the World Wide
Web. While the opportunities for Business-to-Consumer and
Business-to-Business applications opens new markets, the threats to your
business are all too real. Integration of the World Wide Web with your
Call Center presents even more business opportunities as well as greater
risks. Every day the newspapers have new accounts of credit card
information theft or denial of service attacks that can shut down an
e-commerce web site. It is vitally important that you take the necessary
steps to secure your e-commerce web site and protect your business's
information assets.
Strategic
Planning
Creating and implementing a customer focused
strategy is an on-going process that begins with setting expectations and
continues through design, implementation, and evaluation. We help
you design and implement systems and practices that turn call
centers into internal and external customer building centers.
Human Resources/People
Services
Having the right formula in your staffing and
retention practices is the first step to having a high performing call center.
Finding the right candidate and offering a flexible and satisfying work
environment helps you control costs by meeting employee needs.
Training
Creating a training program that is continual yet
flexible provides employees and managers with the
essential tools to meet goals, which ultimately increases job satisfaction, employee morale and retention. Several
employee and supervisor training programs available. We can also review your current programs for improvement
opportunities.
Quality Control/Monitoring
Programs
Providing subjective feedback and creating an
environment that will foster learning is important to a quality control program.
We will provide you with the tools to set standards, evaluate effectiveness and
foster positive change. We also have recording solutions to fit your needs.
Systems and Procedures
Evaluating your current systems and procedures is
critical to identifying opportunities that can improve performance. There are times when selecting a new call center
technology or changing a procedure is required. We can also help you uncover
opportunities that may not be readily apparent.
Workforce Management Assessments
Controlling costs while maintaining acceptable
service levels and identifying deficiencies is the goal of your workforce
management process. We can help you identify the best solutions.
Site Location
Put your center in
the best location for your needs. Find the right mix of resources in the
right location.
Contact
Center Design
We can do a complete analysis of your new contact center and assist in
developing an RFP, soliciting vendors, evaluating responses and assisting
in the selection of the right equipment for your contact center.
