What is the biggest hesitation for most companies when it comes to outsourcing their contact center? The fear that a call center partner might not match your branding!
It’s not easy to hand over your customer care department to another company and expect them to thoroughly understand your product or service, emanate your company’s tone, or accurately reflect your company’s values.
So, how does The Connection® manage clients’ values? Our VP of Human Resources, Cyndi McDurmott explains.
In the onboarding process, we receive materials necessary for training our Agents, and then we match them based on their personalities.
Cyndi searches both internally and externally for the perfect Agents to serve as brand ambassadors, “As the agents are hired or chosen to work on a client, we take into account their personalities, their characteristics, and their experience to make sure they are the right brand ambassador for the client.”
During the training process, we turn to our client-branded Center of Learning portal, which is tailored specifically to match the look, feel, and tone of each individual client.
This way, the Agents can experience the same training setting that perhaps an internal call center would have. Because we believe immersing our Agents in our client’s branding is imperative for accurate representation of the client.
“The overall goal is that our Agents are as seasoned and experienced as perhaps an internal agent at the client site.”
After many hours studying our clients and teaching our Agents, the end result is that customers have no idea that they’re calling an external call center.
Check out our case studies to learn more about who we have worked with in the past, and how we have achieved their goals.
Publish Date: September 27, 2018 5:00 AM
|1.)||Call Center Masters|
Giving consulting services to call centers
|2.)||CC-CMM Certification Institute|
Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
|5.)||Customer Support Asia|
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition
We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114
Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287
|7.)||ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)|
Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440
|8.)||Lieber & Associates|
Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800
|10.)||Outsourcing Solutions Europe|
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
We can help You boost Your business results by:
- Building or developing high performing multi-channel customer care operations
- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
- Developing Your teams' skills to excel front and back-office operations and Customer relations
- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
- We will help You manage challenges and risks when changes affect people, operations and technology.
|12.)||SCC Services Group|
Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
|13.)||The Taylor Reach Group|
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
|14.)||Triad Services |
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
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