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Call Center Start-up
Call center start-up can be extremely challenging because in most cases
there is no call volume history. Call centers depend on both call volume
historical patterns to forecast future call volumes. This data is the foundation
to define efficient staffing and provide customers with both timely access and
the appropriate level of service. Call volume data and arrival patterns are
critical inputs to accurately and efficiently staff the center, along with the
average time to handle each call.
In addition, call centers today require a host of technology, including an
eBusiness portal for multichannel access as well as a system for documenting
customer contacts. The architectural platform includes telephony, IVR, and
real-time Web interaction architecture and Customer Relationship Management
(CRM) applications as well as staff training, quality assurance systems, and
competitive compensation levels. We are experienced with call center start-up
and can help.
Our Area of Expertise
We are experienced in providing the full range of consulting assistance
needed for call center start-up, including forecasting call volumes and staffing
requirements as well as defining the technology requirements, customer contact
processes, agent training, and quality assurance programs.
Our expertise includes planning and managing start-up projects, program
development, and implementation, including the following areas:
- Facilities design
- Developing the project plan
- Estimating call volumes and forecasting staffing requirements
- Defining the basic technology architectural platform including:
ACD/PBX/eBusiness Portal
Interactive Voice Response (IVR)
Voice/Data Monitoring Systems
Email Response Management Systems (ERMS)
Real-time Web Interaction Tools Suites
- Developing customer support contact business processes and flows
- Developing quality standards and monitoring
- Selecting and training new hires
- Defining staff compensation levels
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