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Numbers Centric
People Centric

Call center is all about employees, the lower the turn over the less you need to recruit and train, the more experienced your agents become, you reach high satisfaction rating (in bound call center) and reach higher conversion ratios (out bound call center)

Margin are tight and you need to make sure on a scientific level that everything is working at full capacity, you need to have strong business intelligence processes to verify time and assets utilization, LTV and overall campaign profitability. You must be able to measure, analyze and make daily decisions based on facts and not on gut feeling.

How best to do deploy your services, one large locations or distributed chain of centers covering multiple languages and time zones (Follow the sun). Enjoy the benefits of scale or work toward delivery excellence? What is the best infrastructure and process to support these different models?

As in any business you live or die by the way customer perceive your service, if you are nothing more than a "me - to" company switching cost are low and so if customer loyalty but if you can provide added value, show innovative ideas and capabilities to up and cross sale services and products, stream line services to reduce client cost, etc. you become part of the customer operational DNA. You become irreplaceable and enjoy higher margins.

Geography Centric

Call Center Excellence

 

Call centers are hard to manage due to high turnover of people, sisific process of recruitment and training, volatile prices of both labor and telephony and doing all this within a tight margin.

In order to stay competitive and sustainable a call center must excel in its core process and we are here to show you how.

 

We have helped call centers in multiple countries and continents to become leaders in their field by deploying best practices in the areas of Recruitment and Training, Information Technology, Business Intelligence and Compliance, Compensation and Retention, Employee Welfare.

To be successful you need to manage four key areas in the same time.

 

Customer Centric
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