Call Center Solutions
Smart systems and management turn your call center into a profit center
Get the most out of your resources with Comm3’s Call Center Consulting. Our experienced team of professionals works in tandem with your staff to review operations and strategize opportunities to get the most out of your call center applications and systems. Comm3 ensures fast, accurate, and profitable service results, ensuring that your agents, communication systems, and data systems are in tune and working together effectively for maximum benefit.
Comm3’s extensive call center programming and management includes:
- Benchmarking, Audits, & Assessments
Call/Contact Center Benchmarking & Metrics - Organizational, Staffing, HR, & Technology, Best Practices, Assessments, Gap Analyses, Strategic Goal Alignment, & Recommendations.
- Technology Assessment & Solutions
Technology Assessments, Including ACD/PBX, IVR, CTI, Voice/Data Monitoring, Outbound Automated Dialing, Vendor Selection Criteria, Business Case Development, Cost-Benefit Analyses.
- Customer Service Training & Program Development
Customer Service Training, Development of Custom In-house Agent Training.
- Web-enabled Call Center/TeleWeb Strategy & Design
Comprehensive eBusiness Strategic Design & Technology, Processes & Methodologies to Integrate eCommerce into Traditional Call Centers, Customer Segmentation & TeleWeb.
- Workforce Optimization
Optimum Workforce Analyses, Staff Forecasting, Skill Assessments, Call Routing Analyses, Skills-Based Routing Analyses.
- Call Center Consolidation
Project Planning for Consolidated Sites & Queues, Standardized Best Practices for Business Processes, Labor & Technology Savings Analyses & Modeling, Business Plan Development, ROI's, & Implementation, Development of Consolidated Performance Systems.
- Business Process Reengineering (BPR)
Workflow & Process Documentation & Mapping, Efficiency & Productivity Analyses, Process &
Workflow Redesign & Reengineering
- Quality Assurance Program Development
QA Policies & Procedures, Agent Monitoring Program Development, Quality Customer Contact Standards & Training, Certification & Calibration, Monitoring Technology.
- IVR Design, Scripting, & Analyses
Customer Utilization Analyses, Event Analyses, Industry Benchmarks, Scripting, Menu Design, & Testing.
- Call/Contact Center Management Systems
Infrastructure & Organization Design, Job Analyses, Performance Management Systems, Compensation Programs, & Development of Operational Policies.
- Customer Relationship Management (CRM) Requirements
Customer Contact & Business Requirements Definition; Customer Segmentation, Customer Contact Process Documentation, and Business Requirements Mapping
- Call/Contact Center Start-up/Outsourcing
Call Center Start-up Strategies, Program Development & Implementation, Outsourcing Analysis.