Call Center Depot

CCD Call Center Consultants applies the right solutions based on your business requirements. Call Centers of all sizes across different industries have leveraged leveraged our solutions to remove the barriers that were preventing then from improving performance and reducing costs to operate.   

Partial list of solution include: 

• CCD Benchmark Audits (Click for more)

Improve your decision making and focus your resources.

• Call Center Workforce Stability Assessment (Turnover Reduction)

A constant challenge facing the call center industry is reducing call center turnover and increasing employee morale. 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. Recently, a business partner experienced a 25% reduction if first 90-day turnover and a 50% reduction in 6-month turnover.   

• Call Center Start up or Call Center Site Selection

Opening a new call center or relocating an existing call center contains massive business risk.  Recenlty, a businesspartner reduced their business risk and we assiested them in uncovering incentives there were unaware exsited and finding a more suitable center than what was presented prior to working CCD Call Center Consultants.  Significate waste and loss was averted.

• Redesign or reengineering

Need to overhaul your current operation and don't know how to do it? We do. 

•Call Center Technology Assessment and Call Center Technology Selection

Call Center Technology pace of change is exponential.  Experts invest a significant amount of time studying the marketplace.  Your people don't have the time to study the call center technology landscape. Our business partners do not set their people or business up for failure by assigning the assessment and replacement responsibilities on their necks.  Our call center technology assessment is based on a framework that has delivered success for almost two decades. That is the peace of mind that your stakeholders require from you.  

•Call Center Customer Satisfaction Surveys

The lack of accurate consumer insights that can be tranformed into actionable business process improvement is handcuffing greater than 95% of the global business landscape. Recently, we assisted a business partner in reduceing their repeat call volume by greater than 16% in a 6-month period.  This was done by re-engineering their voice of the customer programs.  This was a comment we received: "We have been collecting surveys for over 10 years and was never able to make changes to this magnatude...unbelievable." Now, doen't that make you reflect on what your going? It should. You can start fixing it today...call 336-288-8226.  

• Call Center Process Change

Many of our call center business partners are heavily burden by call center processes that intend to reduce costs and increase the customer experience, but do not.  Major call center technology changes are not the silver bullets they are promised to be.  Let's cut to the chase.  Your people are overburdened with executing the process.  We are certain they are experts in the process. We are also certin that they do not have the bandwidth to become experts and changing the process.  This one tidbit is the common theme we have uncovered in "every" call center consultant project for the past 20 years.     

•Social Media and Self-Service Consulting:

As your call center becomes more accountable for social media support and self-service the range of skills and expertise required to support these efforts is not mature enough to result in high performance.  The risks to customer attrition and cost control is immense unless you have the skills and expertise to thrive. Your call center has an opportunity to bring you professional success if you improve its strategic value.  The reality has become, invest in the right experts first or you will not get the chance to invest for your second attempt.

• 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. 

•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.