Our expert services provide multiple different options to meet your needs. We evaluate your current contact arrival patterns for phone, email, chat, text or any other in/outbound service you offer. We analyze your current labor profile and offer recommendations to optimize your cost per contact and your value per contact performance. We evaluate your current service providers and technology to assure optimized alignment to your customer facing KPIs and budget performance goals. Our well resourced team of experienced contact center experts offer a personalized range in services to fit your needs. You can “rent an expert” for a one time evaluation with recommendations to optimize your contact center, or engage with our team of experts to help vet BPO providers, train, implement software or new services. Take advantage of our 20+ years of industry experience where we have developed extraordinary BPO partnerships or can help you optimize performance of your existing staff and improve your agent and customer retention.

We have over 7 years of experience in crafting well branded alternative sales revenue solutions in both eCom channels as well as through inbound or outbound call center engagements. What does this mean? We find non competitive, complimentary services and partnerships that pay your organization to advertise their services. We craft the engagement to assure it is not a distraction from your own intended sales. We have seen companies grow their top line revenue by 10% with over 62% margin. No inventory purchases or capital expenditure to start up. Control the journey and the level of engagement on these creative solutions. Perfect for companies with seasonal revenue who are looking for additional resources during the valleys. We have also established quick start ups with creating email affiliation, onsite white space advertising, and post interaction pop up management. We help build the partnership and project manage the engagement. We can provide ongoing support as desired as well.

AI is the newest buzz word. There are oftentimes (even in a homegrown platform) unrealized expenses based on your customer experience. There is ongoing work needed to fine tune Bots and AI prompts to assure your customers are getting thoughtful, accurate self service, or agent assistance when necessary. We work with your goals for agent handled deflection while assuring your customer inquiries does not suffer in less and the need to prompt train your AI or current BOTs. We offer short term services to help teach prompt refinement practices or we can provide this ongoing service ourselves.

Every customer is valuable. We all know the cost to gain a new customer comes at a far greater expense than maintaining a current customer. We can help with customer segmentation and review your current loyalty and retention offerings for cost efficiency. Our services range from reviewing current customer performance, building customer segment performance scorecards, to helping you implement and manage a new loyalty and retention strategy.

Do you have resources dedicated to replying to customer facing issues on your related social channels, customer generated sources, blogs, and ratings and reviews? Are these responses reviewed for branded response, SEO value, policy adherence, timeliness and cost effectiveness? Our services evaluate your social response levels and make recommendations on how to improve to add value to your brand and SEO efforts, assuring responses appear unique and thoughtful both to the OP and the full audience. Outsourcing this service? We help provide quality and calibration guides to assure all channels are utilizing an appropriate voiced response for your brand

We provide instructional design and facilitation of train the trainer exercises. We can train your entire team in person or remotely. We also follow through with competency check-ins to ensure team members are understanding and applying the skills trained.
We have additional services, building quality assurance tools and guiding new calibration sessions based on the new training material. This service helps align your business goals, policies, and compliance requirements through ongoing reinforcement for improved performance.
Professional development training, is another avenue of training we provide including: emerging leader training, time management, conflict resolution and communication.
We offer consultative sales training for phone agents (inbound and outbound) specific to your product offering with focus on conversion improvement, cross/up selling, and customer satisfaction.

Our services for Customer Satisfaction include building custom surveys to meet your business objectives, analyzing and combining existing points of customer feedback, and providing concise, actionable results.