Consulting Services

Process Improvement, Attrition Reduction, Technology Solutions,
Training Solutions and so much more!

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Partner Referral Services

Looking for a call center provider? We will match you
with the best call center partner for your business.

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OUR CLIENTS

Call Center Optimization Group was created to help businesses achieve success with their contact center operations. Whether large or small, your contact center is the heartbeat of your company’s customer experience and a critical component to your brand. Our company has over 50 years of extensive experience across many industry verticals. This experience enables us to quickly evaluate your company’s current capabilities and systems and develop a detailed plan and course of action to get your business running optimally in record time.

At Call Center Optimization Group we truly want to become an extension of your business, not just another consultant. Whether you’re looking to improve the performance of your operation or you’re trying to find a call center provider that’s the perfect fit for your business, our team is ready to help you take your company to the next level.

Don’t hesitate to contact us for a quick operations assessment or ask us about our free call center partner referral services.

GET IN TOUCH

Let the Call Center Optimization Group help you turn your contact center into the powerful customer service platform you and your organization have always wanted.
Please give us a call or complete the Contact Us Form and we will respond as quickly as possible. We are here to help!

Call Center Optimization Group’s

SUITE OF SERVICES

Whether you need an interim Operations Leader, have problems with staff attrition, are engaged in a large scale “turn around” effort or just need help improving any area of your contact center, our call center consulting firm is ready to help.

BPO Outsourcing

Our team at Call Center Optimization Group knows the call center business from the inside out and we know we can make a real difference for our clients and their business.

Training Solutions

A call center operation cannot run smoothly without first rate training programs. The BEST operations focus on training in every aspect of the organization.

Capacity Planning

Workforce Management facilitates several important and impactful processes that keep things running effectively.

Process Improvement

At Call Center Optimization Group, we have a large and diverse team of professionals with a wide array of experience in call center process improvement all over the world.

Performance Improvement

At Call Center Optimization Group, we believe that most employees truly want to perform well. They crave reward and recognition and the potential for pay or career advancement.

Sales Optimization

Having high-performing inside sales strategies for your call center can be a great way to turn your operation into a profit center.

How to Find the Perfect Call Center Partner?

Find out how our whitepaper can help you avoid pitfalls and save time to choose a call center partner!

Top 10 Criteria to Choose a Call Center Partner

Don’t take our word for it

WHAT OUR CUSTOMERS SAY

“We rely heavily on having highly trained admissions advisors to help support families in evaluating our career exploration programs. CCOG did an incredible job helping us to evaluate our operations, and delivered not just a set of cogent recommendations for improvement but also incredibly collaborative support in implementing sustainable change. Doug became a real part of the team and someone that we relied on significantly during a period of great organizational change.”

Duncan YoungCEO – Envision Experience

“Call Center Optimization Group provided the NYULH Finance Help Desk management team valuable insight into our call center operations. Their team documented workflows and procedures and shared best practices that allowed us to understand where we needed to improve. Partnering with CCOG was a great experience!”

Alexandra WalkoDirector, New York University Langone Health

“Our business is highly seasonal in nature, and we needed help finding high-performing seasonal agents who could effectively listen to our customers’ needs and position and sell our complex solutions. CCOG quickly assessed our situation and identified an innovative solution to not only add experienced agents to our team but also curb costs. CCOG provided our business with an exceptional level of experience and a wealth of contacts in the industry, and in addition they were an absolute pleasure to work with. We could not have taken our call center operation to these new heights without CCOG’s tremendous help and support.”

Edson OldsCalvert Education

“When I took over the Skylight call center, the culture was so negative and performance was awful. Service Levels were triple what they should have been, customer satisfaction was at an all time low, employee attrition was at 250% annualized and the call center was seriously hurting our company’s ability to bring on new business because of all of the customer complaints. I had to fix it quick and I knew I could not do it alone. That is when I called The Call Center Optimization Group. CCOG was in the boat with me all the way. They really cared about my success and ensured we were set up to succeed after their engagement ended. I will continue to use CCOG whenever I can and will recommend them to every peer I talk to.”

Tricia WyssSkylight Financial

“Our call center was doing basic card activation for a large, pre paid card provider. This provider was our biggest and most profitable client. Almost without notice, they told us they were going to RFP the WHOLE business with most of the decision hanging on the operation’s ability to implement and execute on a new sales function. No one on our team had a clue how to drive a sales or value added service program. With the project, and really our center’s existence on the line, I found and decided to contact the Call Center Optimization Group for help. Steve came in, quickly assessed what we need to do, learned the product, wrote very effective sales scripts, optimized our human capital for sales and trained our team to do the job very well. Long story short, not only did we implement the program quicker than any other company that was responding to the RFP could, our results exceeded expectations and we ended up getting a 3 year extension. We definitely could not have done it without CCOG.”

Jamie A.Voice Prism

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