Evaluations, Analysis, Optimizations of:

• Day to Day operational processes of Call Center
• Hardware/Software/ Network facilities
• Vendor contracts/ (Telephone LD, Voice T1's, Internet T1's, Fax, Copiers, Postage, networking equipment, etc.)
• Call center facility/Location
• Scripts effectiveness, call flows Inbound and Outbound
• Call Center Management reporting
• Human resources processes including screening, testing, hiring and training
• Quality Processes and Measurement
• Customer Satisfaction Processes and Measurement

Our Call Center Consultant was the Director for 1000 agent Call Center at the time they received the Baldrige Award for Excellence in Call Center Operations. Let our "Baldrige Experience" help your organization achieve the same "operational excellence" in your call center.