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Regardless of what industry you are in, one thing will always remain the same: no customer wants to be left waiting. We have all called a company with a simple question or request, just to be put on hold and transferred from department to department. And there is absolutely nothing more frustrating.
So how long are customers willing to wait? According to a study performed by Velaro, almost 60 percent of people feel that one minute on hold is too long. Luckily, there are plenty of ways that you can ensure your customers get the answers they are look for, when they are looking for them.
Review Your Call Reporting
What time of day does your business receive the most phone calls? What departments are these calls directed to? How long does the average phone call last?
Reviewing your call reporting for answers to these questions and any others you may have can help you to learn more about your business and how quickly your customers are being helped. By regularly looking over your reports, you can see where changes and improvements are being made and where more work needs to be done on a customer service level.
Use Multi-Location Integration
Whether you are traveling across town for a meeting or across the country to meet with investors, being on the road could cause you to miss an important call. But with multi-location integration services, you can stay connected with any device no matter where you are. From cell phone to laptop, you can stay in touch with customers and employees while on the go, ensuring a positive customer service experience.
Make Changes to Your Business Plan
Once you have gathered data on your busiest phone times, it may be time to make adjustments to your business plan.
For example, say you notice that you receive the most phone calls of the day from 1 p.m. to 1:30 p.m. Unfortunately, that is right when your employees take their lunch. By adjusting your lunch schedule to accommodate the customers’ needs, you will have a big affect on customer satisfaction and retention.
Vaspian has the tools you need to ensure that your customers are happy – and not waiting on hold. For more information about the services we offer, visit us online or give us a call at 1-855-827-7426.
. Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities. • Customer Experience strategy, design and implementation across multiple delivery channels. • Design and implementation of full-cycle Ticket/Complaint Management Process/System. • Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs. • Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs. • Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration. • Design Sales/Telesales structure, p... (read more). Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities. • Customer Experience strategy, design and implementation across multiple delivery channels. • Design and implementation of full-cycle Ticket/Complaint Management Process/System. • Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs. • Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs. • Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration. • Design Sales/Telesales structure, process and Sales Incentive Scheme • Develop QA, QC, KPIs, MIS and Reporting parameters. • Digital Transformation strategy, roadmap and implementation. • Building Innovation & Change Management cultures. • Award preparation & representation
2.)
Call Center Masters
Giving consulting services to call centers
3.)
ccc by stc
Contact Center Consulting and Business Process Management Where other consulting firms end their roles by providing a multi-year road map, ccc goes further by transforming the end-to-end contact center organization. A well-organized contact center ensures continuous value-based delivery for any organization. Through our structured contact center consulting activities, ccc provides you with contact center strategies that are aligned with your vision and mission as a business. Our offerings include:
Contact Center maturity assessment
Business Process Consulting
Technology Consulting
Business Process Management as a Service
4.)
CC-CMM Certification Institute
CC-CMM Certification
5.)
COPC
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.
6.)
CTCOMM
Genesys PureConnect Call Centers, Contact Centers and Cloud Solutions Consultancies
7.)
Customer Support Asia
Offshoring 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
8.)
CX Central
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.
9.)
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
10.)
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.
11.)
Mpathy Plus
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.
12.)
Outsourcing Solutions
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
13.)
PCA Advisors Ltd
Contact Center Sales - growth and marketing strategies I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
14.)
Pelorus Associates
Marketing Communications Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
15.)
proceo.consulting
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.
16.)
Vads
PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
17.)
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... (read more)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 Training - Technology Selection - Deployment of Technology in Customer Contact Centers.
Our client engagements are directed at identifying projects that will have the highest return in terms of profit, productivity, customer and employee satisfaction.
In addition to delivering high customer satisfaction, Contact Center management teams are also requested to maintain or reduce operating budgets and get more production from their staffs. To this end contact centers must find ways to become more efficient and flexible then ever before.
Based on today’s business requirements and the vast growth in Customer Contact Centers there is demand for expert guidance to assist organizations with the many tactical issues of the day, strategic planning and to act as a resource on current and future projects.
If your organization has a need for Contact Center Consulting, Brand Marketing, Human Capital Assessment and Development, Application Development and Integration, Outsourced Services or Sales and Customer Service Training, SCC Services Group brings a unique brand of expertise to the table based on years of “real life” experience and is in position to fill this demand for start-up, growing or under performing operations.
18.)
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... (read more)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 center and customer service organizations as small as 4 agents and as large as 24,000. We have worked with leading brands, not for profits, governments and advised industry leaders in multiple verticals. Our services include; Customer Experience Assessments and Benchmarking Contact Center Strategic Assessments Contact Center Audits and Benchmarking Training Curriculum Design and Development Technology Selection and Acquisition Operational Model Development Omni-Channel, Multi-Channel Outsourcing/Offshore Suitability Assessments In-Sourcing Assessments Home Agent Assessment Process Improvement Knowledge Management Site Selection Organizational Design & Development Best Practices Whitepapers & Research Projects,
More than 15,000 call/contact center agent positions globally employ Taylor Reach designed contact centre operational models; we have the knowledge and experience to help your center management.
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