Quality Touch. Excellent Service. Straight Results.
Business Consulting Services for Call Centers, Service Centers, Sales, and Retention
Initial Evaluation Model
People & Payment
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Hiring profiles
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Training curriculum
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Employee progression models
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Compensation structure
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Incentives
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Leadership support
Process Improvement
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Quality program
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Reporting platform
Tools
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Knowledge base
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Tool performance
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Technology gaps
Step 1
Management
Discovery
Session
Step 2
Frontline
Employee
Discovery
Session
Step 3
Job
Shadowing
Step 4
Infrastructure
Discovery
Session
Step 5
Team
Readout
Work with management to uncover needs, what's working and where this is low hanging fruit.
Work with frontline employees to uncover needs, working from a comprehensive template to keep discussion focused.
Shadow key customer impacting roles
Work with technology leaders to understand how technology is leveraged, jointly identifying gaps/impact.
Evaluation participants readout where challenges identified are tied to action plan, ensuring optimal buy-in