The strategic role of the call center--These studies deal with the broader concepts of call center Mission, Results, Interaction with Sales, Marketing, Product Development & Customers, Service standards, etc.
Dramatic improvements to Operational Effectiveness --Areas included in operational effectiveness studies include areas like Staffing & scheduling, Process design, Organization & use of teams, Motivation & incentives, upsell and cross sell, Management reporting & monitoring, Skill based routing and Quality assurance. We have increased productivity by up to 40% while maintaining quality.
Technology applications --ACD, IVR, Automated scheduling, Call recording, Remote Agents, Networking multiple centers, CTI, problem management & problem resolution software, Integration with internet and E-mail contact, Fax on demand, etc.
Call Center Economics--Baseline calculations of cost per call, comparisons among call centers and trade off studies of benefit vs. cost often in terms of technology but also shift lengths, overtime, incentives, etc.
Tech/Knowledge has completed well over 100 call center/ customer service/ inside sales projects to include multiple location centers with the number of agents ranging from 5 to over 3,000.