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Successful call centers affect patient retention


Health care continues to move forward as a value-based industry with key standards regarding patients. On top of reimbursements from Medicaid and other entities explicitly tied to patient satisfaction, patients are customers and have the option to move providers if they are unhappy.

Patient retention becomes a driving goal for strategic operations within a health care organization.

Many hospitals, clinics and physicians do not have the administrative staff available to give callers adequate time and attention.

However, a well-run health care call center can provide stellar customer service to your patients while helping with patient retention. Having health care call center support can make a huge difference in staff availability, increase patient satisfaction and drive patient loyalty and revenue through patient retention.

Call centers as transformation sites

In the era of driving strategic efficiencies, contact centers are expected to play a more pivotal role in health care organizations. No longer are call centers a switchboard that answers the calls to transfer them to the appropriate departments; instead, they are expected to handle varying levels and degrees of patient calls.

In a survey of 400 organizations, 48 percent of those with a call center strategy stated their contact center is key to enterprise-wide transformation. The organizations who view their call centers as key to transformation understand how a strategic contact center where any question from a patient is handled the first time is a benefit.

Administrative and clinic staff are freed to take care of in-person patients and patients can receive satisfactory care through the phone.

Training and patient retention

Well-trained agents are key to patient retention, as customers become frustrated by not receiving answers they seek or by having to endure long hold times. Investment in training agents to understand and engage patients while being empathetic is a necessary aspect of health care contact centers.

Agents need to understand if a patient requires care immediately or if scheduling can occur based on clinical availability. Also, the ability to advise in situations with potentially fatal results is essential for patient satisfaction.

A well-run call center will train agents to utilize technology to maximize patient satisfaction while communicating with the clinic seamlessly.

Patient retention is driven by experience

While many health care organizations and practitioners focus on what they offer as a clinic, taking a view from the customers perspective is a guaranteed way to ensure patient retention. Patients want access to health care they can understand, as well as engagement with people who can walk them through concerning aspects of their health with sympathy and empathy.

Providing strong engagement while boosting access begins with the phone. Relying on trained, educated call center agents to relieve your administrative and clinical staff while increasing patient satisfaction will enhance patient retention and revenue.

Similarly, patient outreach by way of a strong contact center will make your patients feel cared for and important. A strong call center is a winning strategy.

We can help you set up a well-run health care call center with trained agents who can provide the best assistance to your patients. Call us today to increase your patient retention while relieving stress on your administrative and clinic staff.

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Using call centers as a tool for customer education


Call centers are becoming more utilized in the health care field as pressures about patient satisfaction increase. A Spok survey of 400 health care professionals found 62 percent of hospitals have a contact center strategy in place.

Along with the increase in contact centers, the role of these organizations has changed from a communication, “answer-and-transfer” strategy to one of education and organizational change. Well-run health care call centers can play a leading role in educating customers about coverage, plan options and digital initiatives designed to increase efficiencies of self-service.

Not only does using call centers as a tool for education reinforce desired behaviors on behalf of the patients, like using digital options, but it can reduce repeat customer contacts and increase efficiencies overall.

Call centers as a tool for organizational change

The survey found 48 percent of organizations using contact centers define their strategy as an enterprise transformation initiative. In fact, only 12 percent of those surveyed stated their call center was considered a communications initiative. Increasingly, call centers are central to increased efficiencies rather than a sideline tool.

However, this has increased the need for educated agents who are well adept at dealing with varying issues, from appointment setting to potentially life-threatening situations. The expanded role for contact centers requires a different approach with customers. Of the respondents, 64 percentstated new technology solutions have changed their overall strategy since initiating a call center.

Education decreases call center volume

Digital transformations continue to play an important role in contact center initiatives as organizations seek efficiencies. However, calls can increase if customers find digital tools ineffective or confusing. One effective contact center strategy is having agents educate their customers. This is now a widespread solution.

Training agents to educate customers can decrease call volume and push digital efficiencies further by reinforcing digital use. Taking time on the initial call can reduce the likelihood of that customer calling again since they have been educated on how to use the digital tool, all while increasing patient satisfaction.

In fact, one health care firm trained its call center personnel to educate customers and follow up with online tutorials via email after each live call. The call center experienced a 36 percent reduction in that specific call type within six months.

Traditional metrics can be harmful

Setting up call centers as a tool for education can increase efficiencies and decrease overall call volume, but in order to be effective, certain standby metrics need to be evaluated. Of the nine key call center metrics to watch, average talk time is a goal that can become counterproductive.

Educating patients on how to use online or digital tools increases initial talk time as agents work customers through the digital system. However, a well-trained agent who can educate a patient on how to help themselves will pay off long-term.

The patient will be less likely to call back for similar questions and will be less likely to call with complaints, freeing the contact center to focus on more productive responsibilities.

Using call centers as a tool for education can increase the success of digital initiatives, improve efficiencies and increase overall customer satisfaction. Call us today so we can help you build a well-trained and run call center for your health care organization.


Organizing call centers for patient satisfaction


Patient satisfaction is becoming a key metric for all health care organizations and providers. Not only is payment reimbursement from agencies like Medicaid tied to patient satisfaction, but patients can and will change providers or carriers if they are not happy.

Call centers can play an important role in increasing patient satisfaction. However, organizing call centers poorly can cause more frustration in a customer. Call centers are often organized by department or product line.

In a health insurance company, organizing call centers traditionally can create silos with separate phone numbers depending on coverage or the type of questions. Unfortunately, this structure leads to frustrated callers.

Ideally, call centers should be organized beginning with the customer perspective rather than the organizational structure.

Patient satisfaction

The purpose of using a call center for health care is to enhance patient satisfaction. Unfortunately, if a call center is not organized for ease of use by the patient, the goal of enhanced patient satisfaction falters, with patients hanging up in frustration. Frustrated patients lead to poor scoring, lower reimbursements and potential loss of patients.

Transferring between departments rarely leads to satisfaction. In fact, 63 percent of customers get frustrated if they are transferred multiple times. The longer a patient must wait to receive an actual person will affect satisfaction as well, as expectations have increased when it comes to answer speed.

Metrics like average wait time, transfers accepted, the average time to answer, and abandoned in queue all play a significant role in how successful a call center is performing for a health care organization. And if the call center is not performing well, you can guarantee patient satisfaction is taking a hit.

Organizing call centers for success

Organizing call centers with a cross-functional view of a patient’s needs by rising above organizational silos is one of the first keys for decreasing patient frustration. While trust can be lacking, especially in the case of providing medical information to patients, certain steps can be taken to ensure a call center performs well while giving a customer a great experience.

Thorough training to ensure no agent is on the floor unprepared to handle any request is key. Training should include how to handle calls in a respectful and empathetic manner, as patients who call in are different than retail or manufacturing consumers.

Also, opening the lines of communication with the provider or clinic is a necessary technological aspect. Doctors need to be informed about information given to their patients, and clinics need up-to-date information regarding appointment setting.

Continued support with a strong technological infrastructure will keep call wait times down and patients happy with their call center involvement. Use of IVR with natural language processing can handle easy questions, freeing up well-trained agents to answer and respond to more difficult and time-consuming issues.

Ultimately, organizing call centers with the customer experience priority will benefit health care organizations and providers. Clinical and administrative staff will be freed up to focus on in-person patients while physicians can expect satisfied patients.

A quality call center is necessary in a world with an increasing focus on patient satisfaction, and organizing call centers with the patient in mind – and not the organizational structure – will ensure pleased customers.


Call Reduction: How to Leverage Technology


Technology continues to push in the forefront as executives seek ways to achieve call reduction. Operational efficiencies and achieving reduced costs while maintaining customer satisfaction have become the top strategic goals for executives. In fact, 80 percent of executives surveyed stated that digital solutions are the most important strategic initiative over the next five years.

Health care, insurance companies, and other health care organizations are seeking operational efficiencies as well. Of customer care executives surveyed, 57 percent reported that call reduction was the top priority for the next five years. Trying to leverage technology, they are attempting call reduction by pushing individuals to the web for self-service information.

However, customers today expect immediate, personalized service. To increase efficiencies and decrease costs, customer care strategies need to include a combination of human and digital interactions.

Using technology for call reduction

Not all technology is created equal, and not all technology will help with call reduction. In fact, some call centers experience volume increases after rolling out a digital initiative. While roll-out and education play a part in the issue, the types of technology deployed can also influence how difficult customers find the experience.

The best technologies are designed for human interaction. Four technologies can be used in strategies for call reduction:

  • Dynamic speech-enabled IVR, especially powered by natural language processing, can provide a much more personalized experience.
  • Customer-centric web self-service with highly visible and relevant FAQs can minimize calls to your center, especially when the self-service is well marketed via messages when customers reach out to your call center.
  • Smart mobile self-service plays an increasingly important role as the smartphone becomes a prevalent part of everyone’s life. In fact, having a mobile app has become one of the most important aspects of customer satisfaction with 72 percent of consumers viewing a customer-friendly app as an important aspect of a company.
  • Building social customer communities where customers can answer other customers has become an increasingly important aspect of customer service. Not only can customers build brand loyalty via interaction with peers, but pressure on customer service agents is also relieved.

Why technology won’t solve everything

Unfortunately, digital initiatives that are pushed out without awareness of up and downstream activity will have the opposite effect. Instead of call reduction, call centers can experience an increase in call activity due to inefficiencies and a lack of communication. Digital initiatives will only produce call reduction if silos of operation communicate with each other to create efficiencies and streamline operations.

One of the pitfalls health care organizations can fall into is pushing hard on web self-service without accounting for their customer needs. For example, if most calls come while a customer is on their cell phone during a medical need, then they will find having to navigate a website will irritate them. Not only will they contact the call center, but they will also call more agitated and prepared to escalate.

Similarly, customers with more complex issues who encounter an IVR will become increasingly frustrated. The result is customers will hang up unsatisfied, which is counterproductive and can potentially lead to loss of customers.

At the end of the day, most providers want their call centers to enhance patient satisfaction. In order to do so, call centers need to leverage technology while reinforcing basic call center principles, which include low average wait time, a low average time to answer, and resolution on the first call.

Combining technology with key call-centric metrics can result in call reduction and increased efficiencies. However, executives need to make sure they are not expecting one digital solution to solve all problems, as different customers require varying levels of assistance.

Call centers will continue to be needed to handle more complex issues, but correctly leveraged technology can produce call reduction while increasing efficiencies.


Call Center Outsourcing: Building your ideal customer experience

Contact centers are the heartbeat of your company’s customer experience. Unfortunately, this critical component of your brand sometimes lacks the efficiencies and effectiveness you need. Whether you are looking for call center consulting or call center outsourcing, we are ready to help you.

We want to become an extension of your business, not just another consultant, and we have the process and skills to make your contact center a success.

The CCOG method

We begin our partnership with you by analyzing the situation as quickly as possible. By leveraging our call center consulting experience, we observe and identify where we can help. Together we make improvements immediately rather than taking weeks for assessment.

Once our quick assessment is finished, we partner with you and your team to create a plan of action. Change is most effective when leadership has ownership of the process, so our process requires engagement and buy-in from the leadership team. After all, no one knows your environment like your team.

We have assessed and planned for success, and the next step is when the partnership attacks. Our goal is to not drag out the process but to increase your efficiencies in an organized and focused manner. Rapid implementation of the plan ensures change without wasting your time and money.

One of the most important aspects we bring to the table in call center consulting is documentation. Lasting, productive change requires solid process recording and training material. Your contact center needs reference and instruction materials, and we make sure to provide thorough documentation.

As we move through our plan of attack, we will learn things. As we learn, we will document and share with your organization. Learning is the most important step as we move towards the last phase in call center consulting.

Finally, we refine and adjust the plan to incorporate what we both learn. The attitude of constant refinement will achieve lasting success as the organization continually optimizes.

Main services in call center consulting

We offer a whole suite of services in our effort to help businesses achieve success with their contact center operations. Our call center consulting services can cover all or some of the following services, depending on the needs of your contact center.

  • Training and organizational development, including culture development, can make sure your leaders achieve while reducing attrition. Not only can we help you create development programs, but we are also available for speaking engagements.
  • Our consulting services assist with process improvement using the CCOGmethod, helping with attrition while also keeping an eye out for call center outsourcing needs.
  • Resource utilization and deployment can be one of the biggest challenges for contact centers. Workforce management, which routes calls and assists in creating schedules and understanding capacity is necessary. Let CCOGhandle workforce management for you, ensuring you maximize efficiency and effectiveness.
  • Plus, our sales and implementation team, as well as our staffing support, can help you remain fully staffed with the right people, hiring long lasting employees the first time. We can train your inbound sales team with powerful scripts to ensure you have maximum effectiveness, closing sales and increasing revenue streams.
  • Technology increases the efficiency and effectiveness of any contact center, and our call center consulting can help you implement necessary and ideal technology. Our best in technology partners can provide your call center with streamlined self-service software while balancing the line of providing amazing customer service.
  • Process changes will take your center so far, but our performance improvements have proven results for lasting change in increasing operational and employee performance. Our proven, methodological approach combines with powerful coaching strategies to give you results you can be proud of. We build your improvements while you focus on day-to-day operations.

Call center outsourcing

In some situations, call center outsourcing makes more sense for both ROI maximization and increased effectiveness. Yet, outsourcing can create challenges of its own. That’s where CCOG can help. We have the best partners in call center outsourcing, giving us the ability to help you find the right vendor the first time.

We are there every step of the way, including strategy and conducting the RFP process in selecting a vendor. Of course, negotiations begin once you find a vendor you want to work with. The wrong contract can cost millions in inefficiencies and lost customers.

We have a great deal of experience in designing contracts that protect your business as well as meet the vendor’s needs. By using us, you can avoid the pitfalls of implementation and contract fine print that add up to a hit to the bottom line.

We understand each contact center is unique, and we tailor our services to help your company succeed. Our call center consulting will increase effectiveness and save you money in your contact center, and our call center outsourcing will make sure you avoid the pitfalls other companies make.


How do you find the right BPO broker?

Looking for a call center consulting company for your business can be overwhelming and tiresome. It can be difficult for you not knowing where to start and what to look for in a call center. Brokers can help you look for the right one that will be the perfect fit for your business’s needs.

They can also help you save time and costs, especially if you find the right broker.

The role of BPO brokers

BPO brokers help you navigate the maze of call center consulting companies. They will learn about your business, help you identify your needs, and then connect you with call centers who specialize in your area. Using a broker can save you so much time.

Brokers will provide you with a list of call centers to call that is manageable, saving you time. Brokers will help you through the first few months. As we all know, when using a new service, the transition can be frightening.

Brokers will help you get your questions answered and aid you in understanding your first bill.

Connects clients to call centers around the globe

Depending on the services you need from a call center and the specialty you are looking for, you need to look for ones outside of your area or even your country. Call centers are purposely located in areas that create the ideal work environment.

But knowing where to look for these call centers, or how to reach them, can be daunting. A broker will know the reputable call centers around the world and connect you with the right fit.

Helps you develop processes for your call center needs

Experienced brokers will have either worked with call center consulting companies before or may have owned one. They and their team will not only know the industry jargon but also have the knowledge behind the language and culture.

When you are starting a business or seeking services for the first time, you won’t know exactly what you need. You will know what services are missing, but you will not have created processes for outsourcing portions of your business.

A broker with experience can intercede here. The broker will listen to your needs and help you develop processes to integrate the services seamlessly. Why reinvent the wheel? Working with someone who has experience in these areas will strengthen your partnership with a call center.

Qualities of an ideal broker

A good broker will have call center knowledge. They will have a proven track record and happy clients. They will also have industry experience. Doing a little bit of research on a broker before you hire them will ensure you find a broker with these characteristics.

1. Call center knowledge. Brokers should understand how call centers work, what services they offer, and what each call center specializes in. Quality call center consulting companies have been vetted and can provide references from happy clients. Brokers should have a working knowledge of these items as well as previous experience working with call centers.

2. Years of experience. While you will not want to choose a broker who is just starting out, the number of deals the broker has closed is more important than the time he spent in the industry. The deals should be significant and should be more than just a simple referral.

3. Proven track record. Choose a broker with a proven track record, one who regularly works closely with call center consulting companies, as well as closing a significant number of deals. This information should be easily accessible through their website or by just asking around.


Using a broker to help you identify the needs of your company and find the right call center consulting company will ensure you are happy with your choice. A broker will enable you to save time and money by providing a list of vetted call centers who specialize in your needs.

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Why You Should Prioritize Corporate Wellness in a Call Center Business

Employee wellness is something that businesses are right to take seriously, especially call centers. Thankfully, the idea of corporate or workplace wellness is something that both companies and employees seem to be focused on this year, as evident by this Workforce report. If you’ve been regularly online recently, you’ll know that wellness has become one of those corporate topics that have been contested a lot in recent years. Some think it’s essential to good business, others think that it’s just a sham for “wellness advocates” looking to make a quick buck out of corporate organizations that are concerned about employee welfare. However, no matter which side of the debate you’re on, there’s no arguing the fact that those happy employees can and will help drive the company forward, particularly in stressful jobs like working in a call center.

Employee wellness is important in any career, but in call centers and other highly mentally and physically demanding environments, wellness should definitely be treated as a long-term investment. And the attendees at the MBGH forum are not alone in this thinking. Maryville University explains that there is a need for more research into psychology, especially on the “correlations between business objectives and employee behavior.” It may sound like common sense to us, but for managers and employees who are faced with balancing their health and career in highly taxing jobs (on a daily basis), these perspectives can be used to draw important, practical, and business-savvy lessons.

There’s a reason why call centers are sometimes referred to as “electronic sweatshops” while its employees often get called “digital slaves.” At best, its eight hours per day or rote work, solving mental puzzles in the form of dealing with all types of customers, including irate ones that tend to vent their frustrations on the person on the other end of the line. It’s a combination of mental and social skills, held in place by physical and mental endurance. Taxing at all levels, it’s no wonder Fast Company reveals that the average turnover rate for call centers is a high 33% – and an even higher 70% for call centers with upwards of 1000 working agents.

Pursuing the path of true employee wellness entails various elements. Here on Call Center Optimization Group we can tell you that this is impossible without good leadership, an essential part of which is actually caring about the welfare of team members. Apart from the willingness to promote employee wellness, there are other long-term strategies that can help call centers to actually ensure that wellness is a priority in the workplace.

For instance, a company called Tenacity is focusing on facilitating collaborations and promoting habits that can help employees to avoid burning out. Forbes got in touch with Tenacity CEO Ron Davis to probe their methods of promoting wellness in this traditionally stressful work environment. In a nutshell, their approach involves leveraging the technology that’s already widely available in call centers and using them to form scalable strategies focused on employee wellness. This includes an app for guided deep breathing exercises as well as encouraging at least moderate exercise in employees. It may sound over-simplistic, but in Tenacity’s pilot program for a $30 billion telecom company, it only took three months for these methods to reduce turnover by two-thirds. Considering what is considered the normal turnover for call centers, the program is highly promising in terms of promoting call center employee wellness.

By improving the lives of its stressed employees, call centers can also expect to improve the way they do business. Employee wellness is more than just a fad. As the evidence shows, it’s essential to good business.

Feature solely written for callcenterpower.com

by Sandra Grey

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What should your call center consulting plan look like

Opening any business is risky, and can be overwhelming if you have never done it before. Opening your call center can be tricky if you don’t know the ins and outs of the industry. Finding all the information you need is the trickiest part. Can you afford to miss any steps or components? A call center consultant can help you throughout the process and come up with a detailed game plan.

The purpose or goal of your call center

The first step to opening a new call center is to define its purpose: What’s your company’s focus and who will be your target market? Carefully answering these questions will enable you to offer the services your identified customers will need. Then you can begin the planning process. If you are expanding your company and opening a new call center, this is the time to reassess your business plan to ensure you are targeting the right clients. A call center consultant can help you identify current holes in the market and current unmet needs, and find a way to incorporate these into your business plan – in other words, create your call center consulting plan.

The number of employees needed

Never guess how many employees you will need. Instead, determine how many clients and billable hours you will need to be successful. This can best be done with the help of a business consultant. This process entails examining your overall budget. Once you know how much money you need to make, then you can accurately determine how many employees you need to hire. This process will keep you from both overhiring and underhiring.

Training for new hires and existing employees

This step will require you to think outside the box. Until your call center is complete and ready for you to move in, you will need to interview and train off-site. This will require juggling many moving pieces. The average call center takes six months to complete and open. The call center services you intend to offer will determine the amount and type of training you will need to host. Your call center consultant can help you to identify and meet these needs.


Where you locate your call center is critical. Your location should be central to the majority of your employees. The easier you make it for people to get to work, the more likely they are to come – and be on time. Think of things such as ease of access to public transportation, access to main roads and places to eat lunch. Don’t skimp on parking! You will want to ensure there is enough parking for each employee at your call center.

Project implementation strategies

Every successful project needs an implementation strategy. Again, this is where your consultant will be able to help you. Call center consultants understand the need to develop a robust implementation design as well as a strong project outline. They will be your strongest asset because they have experience in managing large projects in several different settings.

Technology or software solutions that your call center will need

Technology is pivotal to running a thriving call center, and there are so many decisions to make. Once you know the scope of your services, you can create a list of the technology you will need to purchase. Some things to consider are what channels will your customers use, how will you manage the information you have, and how will you route your calls. All call centers need the following to be successful: agent desktop, call routing, predictive dialer, cloud solutions, workforce management and optimization software, call recording, headsets, multichannel communications, and customer relationship management systems.

Without these tools of the trade, your call center will falter. A consulting company can help you choose the right equipment for your call center.

Best practices to improve employee performance

Building your call center employee culture starts on day one – before you hire staff or complete your building. Corporate culture is created from the top down. Spend time early on to engage your management staff. Ensure that they are on the same page as your program design, are enthusiastic and ready to set the example for high-quality customer service. Setting the right tone and expectations early will lead to employees who are prepared to engage your customers and create a positive customer experience.

An overview of the customer’s journey

You want your customers to have a positive journey from beginning to end. Make sure you have enough adequately trained staff, as well as a top-notch management team. For an excellent customer journey, make sure each call is answered promptly and in a professional manner. From there, understanding what customers need and expertly meeting their needs will ensure a happy customer journey.

Call center building timeline

As with any project, completing a building and a remodel is time-consuming. On average, opening a call center takes a minimum of six months from start to become operable. Some companies have completed this task in as little as three months, but that does not leave room for surprises or challenges. A good plan is to give yourself two years: Take 18 months for planning, researching and hiring, and then six months for training before the grand opening.

Simple steps and proper planning will ensure a successful and prosperous call center.

These are some of the most important aspects to consider when building a call center consulting plan.

Let us help you with your call center consulting plan

Contact our team at Call Center Optimization Group. We can help you make informed decisions and find services best suited for your company needs.

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 and customer experience running optimally in record time.

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To Outsource or Not to Outsource

This is one of the most common contact center questions.

Operating a successful business means taking risks to increase profits, but how do you know which risks to take? Many companies spend thousands of dollars performing services that customers need, and which complement their products. The challenge is that companies are not always equipped to offer specific portions of the services. Call centers can help.

Trusting a contact center with essential services is a risky venture. While the partnership has the potential to save money, it also has the potential to create more problems. It is important to research a call center, to identify which ones offer quality services and work with vendors who they have vetted.

What is contact center outsourcing?

Most companies outsource, they simply don’t realize it. When a company has a separate division that handles credit card purchases, this is a form of contact center outsourcing. Some smaller organizations choose to partner with a third party to oversee portions of their services. Often, these are administrative tasks, such as monitoring warranties or answering phone calls. Many agencies choose to go this route because it saves money. It is almost impossible for a business to have enough staff, or specially trained staff, to handle all components of its business that create a positive customer experience.

What problems does contact center outsourcing solve?

When a company chooses to handle all portions of service internally, they are taking on significant risk. By assuming this role, they become responsible for every aspect and each detail of an interaction with a customer. The more steps a company handles, the more they are at risk for a mistake or an unhappy person. Choosing to keep everything internal limits the business in different ways and creates more steps to make things right with a customer, or places all liabilities for a failed encounter on them. Research shows 78 percent of all companies partner with a call center because of this.

As almost every agency engages with the public or other vendors, the human risk factor increases. People do not respond the same to every situation; there are small nuances which can greatly affect an outcome. Both employees and customers struggle with the human aspect. It takes a considerable amount of training to effectively mitigate the human factor. Call center specialists are highly trained in this area. Businesses list the following as key factors in the decision process: cutting costs, solving capacity issues, focusing on the vision of the agency, enhancing the quality of services, accessing intellectual capital and driving transformational change.

Choosing to partner with a call center allows businesses flexibility. As a company launches new products or growth occurs, an employer does not have to worry if they have the right amount of staff. Rather than paying for each employee, this partnership allows the agency to pay only for the time spent on the phone or performing the specific task.

Growth into new markets requires local employees who are fluent in both the local language or dialect and culture. Instead of hiring new staff and investing in onboarding costs, a partnership with a contact center allows for such situations. Outsourcing to a contact center located in the geographic area will enhance the customer experience.

The best way to improve the customer experience is to have quick response times. But as any leader knows, it is almost impossible to predict spikes in business accurately. Yes, studying trends and performance in past years can generate predictions, but they are simply that, predictions. Once again, times of increased volume require additional staff, which, even if hired as seasonal employees, will raise the overall bottom line.

Finally, telecommunication infrastructure is difficult and costly to maintain. A strong partnership with a highly rated call center will eliminate this cost. Such a working relationship will allow both the organization and customers to enjoy the latest technology without the expense.

What countries are on top of the outsourcing game?

Within the Americas, the United States, followed by Canada, Mexico, Peru and Brazil are the top countries utilizing outsourcing. In the European market, the United Kingdom, Spain, Denmark, the Netherlands and Denmark are the top consumers. The Asian market is lead by Australia, followed by India, Russia, Hong Kong, and Japan. The countries which lead in economies and sales are also the countries which choose to cut their risk and partner with contact centers.

Which way is the contact center going?

The use of contact centers, across many sectors of the economy, is anticipated to grow. Growth is likely particularly in banking and finance services, insurance markets, automotive and aerospace fields, manufacturing and telecommunication. Contact centers are used in almost every field. These are specialty fields and maintaining adequatelytrained staff, who are currently in the fields, can greatly increase cost.

Robotic process automation

Many businesses are looking at robotics and automation to not only reduce costs but to also improve the customer experience. Some sectors are also experiencing a talent shortage, so using robotics can help in this area. For many industries, this will cause a shortage of jobs and place a strain on longstanding relationships. Only the agencies able to afford the expense of robotics will benefit. Utilizing a call center can alleviate this need and worry. The company will already have a cost-effective method in place.

Cloud adoption

Cloud adoption provides a framework for analyzing specific audiences and their role within and without the agency. Each portion is broken down into a perspective, and that perspective is applied to the departments it addresses. Common perspectives include business, people, governance, platform, security and operations. It would be costly and difficult for any organization to properly manage each perspective. Working with a contact center enables perspectives which are not specialties to be outsourced. This reduces costs, increases business and places specialists in each role.


Choosing to work with a contact center can not only save money for a company but also allow for higher quality services performed by experts. Also, the overall risk for the organization decreases as it is no longer liable for each step. Outsourcing such roles to experts create the ultimate customer experience.

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When In Doubt, consult: The Role of Call Center Consulting

Every organization faces the challenge of how to complete work and projects with the staff currently on hand. In many instances, organizations do not have the money to hire additional employees, or hiring a new person is not a sound decision when your team does not anticipate a long-term need for the position.

In such a conundrum, there is no easy answer. How can your organization create and maintain a lean budget that allows for growth and higher profits? The answer is simple: outsource. Rather than waste time and energy, look into contracting a call center consulting group.

These agencies are vetted, have highly trained staff and can provide references for previous work completed. Such a solution would allow you to hire additional staff as needed and maintain a positive employer brand.

Employees would appreciate the support and, in some opportunities, the consulting work may provide training for your permanent staff and increase the overall customer experience.

What Call Center Consulting Covers

The services provided are broad, ranging from support for a small office to expert solutions for Fortune 500 companies. At Call Center Optimization Group (CCOG), we can meet every need an organization may have. The overarching goal is to create a working partnership with each business that is unique to their needs.

We have a highly trained and diverse team of advisors who can easily identify and understand your requirements, creating a package to meet your business needs while remaining within budget.

A few key services include project management and implementation, performance improvement, training and development, workforce and capacity planning, and technology solutions. Instead of working late nights or increasing the overall workload of your staff, seek help from the experts.

The following services are requested often by organizations:

Performance improvement.

Improving employee performance is key to increasing overall profits. But how do you ensure the biggest bang for your buck and know you are hiring a quality trainer? The coaches and trainers at CCOG have hands-on experience as well as quality training.

The different teams within CCOG work together seamlessly, allowing for trainers and coaches to learn what is needed from the consultants who have worked with your staff. Imagine being able to afford customized training support.

Attrition reduction.

Employees sometimes can be the most unreliable resource in your organization. With the unpredictable human nature, illnesses, deaths or unplanned family needs, employees can be continually entering and exiting the workforce.

This revolving door of employees creates an unstable environment in which work is not completed consistently, or with consistent quality and results. By utilizing CCOG, our team of experts can work alongside your staff, learning their positions and cross-training, to cover the period team members are absent.

Maintaining a constant workflow will increase your revenue, profits, promote your brand and enhance the customer experience.

New project implementation.

Every organization faces the continual dilemma of adapting to the changing needs of its customers and remaining relevant or continuing to provide the same services. Implementing new projects requires additional staff, particularly a project manager. Turning to a call center consultant for temporary staffing solutions can work for your organization.

Process improvement.

Maintaining the highest quality services as well as keeping the current best practices can be challenging. For some organizations, you simply cannot afford to have one person dedicated to researching and identifying the improvements needed.

CCOG has staff dedicated to studying current best practices, reviewing your organization and identifying the needed improvements. CCOG can also provide the training required to implement the identified enhancements.

New call center site implementation.

Adding or starting a new business is overwhelming. No matter how well prepared or trained you are, situations and challenges will arise that call for additional staff or subject matter experts.

CCOG can sidestep these challenges by walking alongside you every step of the way. Imagine having a mentor to guide you through the process.

Training and development.

For any business to stay ahead of the curve, continuous staff training and development are necessary. Instead of looking for quality trainers who will take time to acclimate to your culture, you can work with trainers already familiar with industry standards and your business.

Technology solutions.

Technology is costly and difficult for organizations of any size to fund. Technology also depreciates quickly, becoming a liability. Working with a call center consulting company allows you to access the newest technology without straining your budget or investing in hardware that may be outdated in less than a year.

How call center consulting helps

If you have any doubts about the services a call center can provide, keep reading. Call centers provide the extra staff, knowledge, subject matter experts and technology all organizations need to be successful and profitable without adding additional financial burdens.

Setting industry standards. Working within any industry, you want an assurance that your organization is setting standards or keeping up with standard changes. Working with CCOG ensures you will stay on top of the trends in your industry.

Developing strategies and best practices. For an organization to stay current on best practices, it needs to develop and implement strategies. Trust our experts to integrate plans that will help your organization to grow.

Improving existing workflows. Maintaining a continuous workflow ensures an organization’s success and profits. If employee attrition becomes an issue, or if employees are not adequately trained or even recruited, your customers will notice, and your organization will lose business.

Working with a call center consultant ensures your business will grow in an uncertain market. Our experts can help you identify areas of growth and support you throughout the process without lessening your profits.