The CCOG Approach.

A systematic methodology designed to give you everything you need to drive real SUCCESS in your center!

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The CCOG Approach.

The CCOG Approach to success. advance. progress. A Call Center's Avenue Towards Success

As call center “people,” we know the challenges that contact center leaders face on a daily basis. Balancing competing priorities can be tough. That’s why our call center planning team is prepared to help you achieve all of your goals. We’ll help identify and achieve quick wins, but we can also take on larger scope projects where we work with your team to continually achieve much bigger wins that result in long-lasting organizational change.

Our goal is to truly be your call center planning partner, not a “consultant.” At CCOG, we’re not interested in unnecessarily extending engagements to increase our billable hours. Our goal is to work our way out of a job as quickly as we can. We know that the faster we accomplish your goals, the faster you and your team will achieve success. And we want to be a part of that.


Assess

It shouldn’t take countless weeks to identify opportunity areas in a call center operation. At CCOG, we leverage our call center planning experience, proven tools and observation techniques to quickly identify where we can help. Our goal is to analyze the situation as quickly as possible and immediately make improvements.

Document

Documentation is one of the most important values that CCOG brings to the table. A huge part of what you pay for with CCOG is lasting, productive change. Doing that requires solid documentation and training material development that can be shared with your employees in the foreseeable future. As far as we’re concerned, the only way to institutionalize improvements in an organization is to document them.

Plan

Once we have completed our assessment, we will actively work with you and your team to come up with an appropriate plan of action. Our approach depends on the engagement and buy-in from the leadership team. Your folks know the people and environment better than anyone, and change and improvement is most effective when the leadership team has real ownership of the process.

Learn

Learning is perhaps the most important step in our approach. As we jointly work toward success, there will be things we learn along the way. At CCOG, we want to make sure we document our learnings and share those learnings with your organization. We also want to aggressively use what we learn to facilitate the last phase of the CCOG call center planning approach.

Attack

This is the FUN part. “Attack” is our team and yours aggressively going after those opportunities for success that we have identified and planned for. As with the “Assess” phase, we want to make sure we are as efficient as possible. Again, our goal is NOT to drag out the engagement, ultimately costing you more. Our tools, experience and processes make for a very organized and focused approach to real improvement in your operation.

Refine

Refine is taking our learnings and building them into our work, in order to continually optimize the operation. Instilling an attitude of constant refinement helps to achieve the lasting improvement all call center leaders want.