Operations Consulting

Call Center Operations Consulting Resources

Leave your headaches to the Call Center Management experts. Quality Contact Solutions will design the right call center solution for you.  From evaluating your existing in-house call center to providing specific guidance for improving performance, the QCS team of experts is fluent in customizing the resources to help you achieve your goals.

Here is a sample of our expertise:

  • Call center operations consulting
  • Call center raining material development
  • Outbound call center training
  • Call center management training
  • Reporting and metrics
  • Process improvement
  • Staffing
  • Compensation plans and Incentives
  • Staff development
  • Quality Monitoring and Quality Assurance
  • Scheduling
  • Forecasting
  • Budgeting
  • Scripting and script development

Our professional full-service call center operations consulting team can help you!

Call Center Training Program

Why reinvent the wheel?  Let our team of operations consulting experts at QCS conduct on-site or a web-based virtual call center training program for your call center representatives and management.  We work with you to compile relevant resources from your company that will complement the standardized call center training resources that make up the core of our training program.

Call center training programs start with identifying goals and objectives.  What is the measurable desired outcome after the completion of training?  How will ongoing reinforcement be administered, following the call center training program?  In addition, call center management training is included in every customized training curriculum.

The operations consulting experts at QCS will also ensure the new training is complemented by a call center incentive program that inspires employees to learn new skills and put them into practice right away.

Call center training programs are customized for each individual client, however, a few principles are at the heart of our training philosophy:

  • Call center training material should be layered. It is not effective to conduct hours of training without the opportunity to begin to practice what is learned.  Identify the smallest subset that can be effectively trained at once.
  • Call center management must receive the same training as call center agents. Never skimp on including managers, supervisors, quality assurance personnel, and other key team members in the training.
  • Systems and tools must be intuitive. It is impossible to remember everything, but it is possible to remember how to find something if it is easy and intuitive (like Google).
  • Call center training should include planned reinforcement. If you don’t reinforce, the original training time is mostly wasted.

 Call Center Vendor Selection

When faced with the task of evaluating and selecting an outsourced call center or telemarketing vendor, the key challenge is lack of time to fully consider and research all of the best options.  QCS’s operations consulting team specializes in helping organizations with call center vendor selection.

Another challenge many decision-makers face is evaluating when it best meets their needs to use outsourcing.  Outsourcing is an option that many organizations consider as a means of controlling costs and, in some cases, improving service levels and customer satisfaction. However, many organizations are not comfortable with this option and may not understand its benefits completely.

Quality Contact Solutions recognizes that outsourcing is not for everyone. That’s why we’ve developed an operations consulting program that examines in-house call center environments to determine if outsourcing is applicable in any form. Our outsourcing analysis considers many potential options including:

  • Full outsourcing
  • Selective transactions
  • Peak/seasonal traffic
  • Outbound campaigns
  • Web-based support
  • Night/Evening Shifts
  • Offshore Outsourcing

In the outsourcing realm, our operations consulting team provides a turnkey solution to companies that decide to navigate through the tedious process of selecting an outsourced service provider. The turnkey program includes:

  • Requirements definition
  • RFP development
  • Vendor selection
  • Contract negotiation
  • Project management
  • Quality review

Why would a company outsource the function of selecting an external third-party call center? The key benefits of engaging QCS include:

  • Experienced, objective analysis
  • Reduction in resource requirements
  • Cost savings
  • Quality implementation

Call Center Performance Gap Analysis

If you’re not reaching your sales or customer service goals in your call center operation, it may be time for an expert evaluation.   Call center management teams frequently turn to a call center operations consulting expert for help.

Our call center operations consulting professionals will conduct a comprehensive review of all critical call center operations and practices to identify opportunities to improve service performance, increase productivity, and manage costs more effectively.

During our Gap Analysis, we work to understand your business, your customers, your processes and how you currently operate. Using proven methods and a comprehensive approach, we tailor recommendations to meet your needs.

Review areas include:

  • Scheduling and forecasting
  • Service level performance
  • Employee retention
  • Hiring practices
  • Compensation plans and incentives
  • Reporting, metrics and quality assurance
  • Monitoring and coaching
  • Process improvement
  • Scripting and script development
  • Call center training material
  • Call center management
  • Call center management training
  • Organizational structure
  • ACD group efficiency
  • Call routing strategies
  • Technology functionality
  • Internet and channel integration
  • Business process and workflow
  • Reporting and metrics
  • Staff Development
  • Budgeting

“Know-how” is what separates leaders who perform (who deliver results) from those who don’t. It’s the hallmark of people who know what they’re doing. When a company realizes the need for professional call center consulting help, it is critical to engage with a consulting resource that has real know-how.

At QCS, our call center operations consulting experts have built a solid reputation for our know-how. We help you plan and manage all facets of starting up or outsourcing your call center. Our expertise includes detailed strategic planning, developing the business case as well as hands-on project management and implementation, including defining the right technology architecture at the right time, forecasting staffing requirements, and developing quality and human resource programs.

The bottom line is that we can help you improve your call center’s performance and reach your goals.