| Whether yours is an established Customer Contact Center application or a new venture into the world of interactive customer dialogues, we can turn your ideas into solid strategies and profits.
We emphasize a "customer needs" based approach to all program design and development. This customer focus is coupled with metrics and measurement tools that tell you not only what is happening but why it is happening so you can affect positive change.
SERVICES
Our program design services span the effective use of the telephone and interactive media to achieve pre sale, sale and post sale (service) goals, advertising response handling and market research objectives. Program design assignments can include any or all of the following:
* Strategic planning and implementation recommendations for new or enhanced Customer Contact Center applications and programs.
* IVR branching, menus and prompt text.
* TSR/CSR contact strategies, Call Guides and FAQs for all types of program objectives whether these be facilitated through inbound, outbound, web collaboration or email dialogues.
* Design and development of CRM/Telephone Account Management applications including customer/account selection, multi contact planning, sales and service aids, specialized training and ongoing performance and profitability measurements methodologies and processes.
* Network routing and virtual call center designs for integrating automated and live call handling.
* Enterprise creation and management for high volume, multi center operations.
We have successfully applied our program evaluation, design and implementation services for clients across the US and in many other countries. Among the more recent of these clients are British Oxygen Corporation (UK and US), Adler International (UK and Germany), The Guidance Channel Companies, EMEDCO, Beijing Long Distance (China), Calyx and Corolla, Nevada Power, Ontario Hydro, Intuit, among others.
For more information on our program design services click here or email Rudy Oetting (roetting@oetting.com) or Geri Gantman (ggantman@oetting.com) directly. |
