Outsourcing

• Identify potential outsourcers based on size, strengths, and performance in industry
• Document processes, workflow and tasks for outsourcing
• Develop Request for Proposals (RFP)
• Manage proposal review process
• Facilitate site visits
• Assist with contract negotiations

Training, Scripting, and Recognition

• Design, develop, deliver training programs from traditional classroom programs to self-study modules
• Manage scripting development and integration
• Plan and execute event, recognition and incentives programs
• Design compensation programs for sales channels

Operational Review and Assessment

• Audit operations performance through site assessment interviews, call monitoring and observations
• Review critical data and reports for fact finding
• Facilitate a review to interpret results and recommendations
• Draft a Management Action Plan to determine next steps

Call Center Build, Relocation or Consolidation

• Build call centers from design, systems and processes perspectives
• Select site based on company requirements and industry standards
• Manage contractors during build
• Develop organizational structure, job descriptions, and hiring profiles
• Propose compensation plan
• Hire key personnel

Sales and Service Delivery

• Establish inbound or outbound operations
• Plan and forecast call center traffic
• Create resource modeling and revenue planning
• Create multi-level, key performance indicator reporting for call center management