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Call centers are no longer part of an obscure industry.
In the past 10 years, call centers have gone from strictly inbound/outbound operations and fulfillment to full-blown customer interaction centers. The call center of the 1990's is today's contact center.
Contact centers are hubs of client interaction. In addition to inbound and outbound calls, data entry and fulfillment, today's contact center processes thousands of email and Internet chat transactions each month. Armed with cell phones and PDAs, today's consumer has more alternatives to reach your business than ever before. The demands on how you can contact them in return have also multiplied.
Tighter regulations, increased methods of communications, new technologies and offshore competition have absolutely changed the way the contact center does business.
The Experts is one of the leading contact center consulting firms. Its history encompasses years of experience in contact centers all throughout North America. We understand this new environment and guarantee that we can address any challenge your contact center may be facing.
In addition to our operational and technological expertise, which we encourage you to explore here on our website, we also provide you with no-cost exclusive white papers, case studies and reports that address all of the aspects of the contact center.
So, whether you are the manager of a small call center looking to re-vamp, or are the CEO of a FORTUNE 500 company exploring the possibility of opening a new contact center, we assure you that you will find the guidance and information that you need.
Contact Center Startup Services
Whether you are a contact center expert, or are evaluating a contact center startup for the first time, the strategic and tactical work associated with starting up a contact center is a daunting prospect.
The Experts can help you from the ground level up.
We can help you determine the value of a contact center versus outsourcing. If you choose to outsource, we can help you identify the best outsourcing partner to meet your needs as well as help you prepare an RFP/RFQ. If you have already determined that outsourcing is not the best alternative for your business, the next major decision is whether to build or buy. And, yes, we can help you make that decision based on key factors that are exclusive to your business.
Finally, once these major decisions are in place, The Experts will help you create a strategy to implement the lowest cost and highest quality contact center. Like any good architect, The Experts will give you a blueprint that clearly outlines your vision. We can also help you in any area related to the start up of your new contact center.
Some of our expertise include:
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Procurement and implementation of contact center and office furniture and equipment. |
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Procure and implementation of network and telecommunications cabling. |
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Acquisition and implementation of local and long distance lines. |
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Negotiation of local and long distance rates & terms. |
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Acquire and implement computer telephony and communications premise equipment (ACD, Predictive/Power/Auto Dialing, IVR, Chat, Email) |
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Development and implementation of contingency and disaster recovery plans. |
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Vendor and project management. |
How can our consulting services help you?
The Experts Call Center / Help Desk consultants are experts dedicated to helping call center and help desks enhance their operations by identifying areas that are a drain on your bottom line and implementing proven best practices.
Some of our services include:
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Streamlining business processes. |
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Implementing cost-effective technologies to maximize the utilization of existing resources. |
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Identifying gaps in profit and productivity, and offering solutions to reduce or eliminate them. |
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Designing & deploying turn-key contact centers tailored to specific business needs. |
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Negotiating the best rates on new or existing local and long distance contracts. |
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Developing scripts and/or reviewing and revising existing scripts. |
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Establishing or enhancing quality assurance processes. |
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Researching and refining call thresholds to better adhere to productivity standards (queue time, call handle time, hold time, wrap time, occupancy, etc.). |
Technology and your contact center technology can be one of the most complex areas of your business. To be more than a ho-hum call center and successfully transform your business into a modern contact center, you may have been told you need a complete customer interaction management (CIM) platform. The definition of CIM varies from vendor to vendor, but can include your dialer, ACD, IVR, email, web chat, and web collaboration. Of course, if you want to track your customer information, you need a good CRM package, and if you expect to schedule your agents properly you need to deploy a workforce management platform.
How much do you need to automate?
Do you know how many businesses have implemented technologies before they answer that question? In our experience, the answer is simply many. Contact center after contact center, we see businesses that have purchased and implemented technologies without fully understanding the functions they wanted to automate or why. Unable to achieve the anticipated return on investment, businesses often allow their products to become shelfware, or resign themselves to using 10% of the functionality offered by the product.
Contact us for an evaluation of your existing functionality and business requirements.
The Experts will help you identify the gaps in your existing functionality and outline the costs and benefits of available technologies. We will then work with you to maximize the functionality of each and every single technology component in your environment addressing the issues that most affect your contact center!
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creative, inc.