| Developing and maintaining operational excellence in your Customer Contact Center is like conducting a fine orchestra or managing a winning sports team - all the players not only need to be the best they can be, but also they must play in unison. We know what it takes for each element of your operation to excel and how to bring all the pieces together so you can meet and exceed your customer acquisitions, retention and operating cost reduction goals.
SERVICES
Our operational assessments and recommendations include:
* Financial modeling and activity based costing to isolate all areas of center performance and opportunities for cost reduction.
* Organization design and staff planning: assessing organizational and personnel needs, defining functions and creating job descriptions, training and coaching programs.
* Workflow systems and procedures: process mapping and developing service agreements and procedures between center departments and with external functions.
* Compensation plans: defining compensation objectives and designing plans that incent people to do what you want them to do on behalf of your customers and to enhance your bottom line. * Change Managment programs: helping insure that change is accepted and generates the positive gains you desire throughout your organization.
* Metrics and measurements: comprehensive measurement methodologies and processes to give you actionable data about how well your business requirements are being met and how cost effective your operations are.
* Quality Assurance programs: defining QA measurements, developing measurement methodologies and processes, automation recommendations as required, calibration design and participation as ongoing calibration facilitators.
* Facilities: US and overseas site selection studies, negotiating site leases and construction contracts, facility layouts and build out plans, specifiy and contract for furnishings and equipment, oversee construction and conduct pre and post occupancy evaluations.
Among the clients who use our operations consulting services and programs are Wisconsin Electric, The Thompson Group, The Hartford, Connections In Business (Australia), Progressive Insurance, StorageTech, QVC, HomePlus Insurance, Intuit, Hanover Direct, Viking Office Products/Office Depot, among others.
For more information about our operations assessment and recommendations services click here or email Rudy Oetting (roetting@oetting.com) or Deana Leda (dleda@oetting.com) directly. |
