Dramatic Business Process Improvement through properly built "Call Centers" and Call Center consulting from Comm3

Comm3 can help your company get the most out of your resources with extensive Call Center Consulting.  Comm3 has an experienced team of Contact Center professionals that can help you strategize on how to get the most out of your call center applications.  For fast, accurate, and profitable service results, your agents, communication systems, and data systems must be constantly tuned to work together effectively.

What happens to a caller prior to an agent's answer impacts customer satisfaction almost as much as what the agent says.  Inefficiencies of two or three seconds per contact can dramatically erode your short- and long-term service quality goals.  It can mean that your center becomes a cost center, not the profit center it was designed to be -- and can be.

• 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 Analyses.

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