Consulting Services

We see what is possible and make it a reality for your business!

Are you getting what you pay for out of your call center?

If you have asked yourself this question and the answer is no, it is time to get some help. That is where we come in!

We know that every client is different and one solution or approach does not work for every business. At Call Center Optimization Group, we provide customized consulting services and solutions, designed to meet the specific needs of every client. We have worked with some of the worlds largest companies, helping them to improve their call center organization’s performance, customer satisfaction and retention as well as their overall service delivery strategy. Our customized consulting services and solutions drive real results for our clients while always supporting their revenue, profitability and delivery expense goals. We always have your bottom-line in mind.

Call Center Optimization Group employs a large and diverse team of call center professionals; capable of successfully addressing any call center goal you have in mind. Below are just some of the areas that our call center consulting services include:

Let’s Get Started.

In order to design the most effective and customized consulting engagement for your business, we would start with a free, initial consultation. This consultation allows our team to get to know you as well as to get a good understanding of what you are trying to accomplish. It is important for us to get to know you and your goals well so we can provide the best solution for your business. After the initial consultation, we would work with your team to conduct a quick but comprehensive operational assessment that would give us a much deeper view of the situation. Our proven assessment approach is designed to gather several months’ worth of data and information in a very short period of time, ultimately saving our clients a great deal of time and money. We can also speed up the time it takes for our clients to begin seeing the results they are looking for. Our experience and expertise, combined with our proven assessment approach, enables Call Center Optimization Group to design and execute highly targeted and client specific solutions designed to improve the overall performance of our client’s call centers while meeting their revenue, profitability and delivery expense goals.

Our Operational Assessment

The “CCOG” Operational Assessment is specifically designed to provide the actionable intelligence our client’s need to drive transformational change in their call centers that impacts their customer experience and increases ROI. Our assessment approach is efficient, well informed and designed to minimize disruption to our client’s business, while ensuring maximum results.

Our assessment is a “3 Phase” approach to your success, divided in the following areas:

1. Pre-Work

Before the “CCOG” team begins the on-site portion of the assessment, we work with our client’s team to gather the advance documents and information we need to maximize the effectiveness of our assessment. We have found that if our team has a solid knowledge of the call center’s culture, performance, players and more, they will have the context and advanced intelligence they need to ensure success.

2. On-Site

The on-site portion of a “CCOG” Operational Assessment is designed to gather a large amount of information in a short period of time. Our goal when on-site, is to “talk” to everyone in the operation that drives performance. The on-site portion of the assessment consists of individual interviews, focus groups and meetings as well as reporting and documentation reviews. We will leave no stone unturned as we assess the current state of the operation. In order to maximize our client’s performance, we need to have a deep and holistic understanding of every aspect of the operation.

3. Operations Playbook

After the on-site portion of the assessment is complete, the “CCOG” team will build a comprehensive Operations Playbook, tailored to our client’s needs and goals. Our client’s Operations Playbook will provides a powerful vehicle to record and organize all of the information gathered from the assessment. It will also include all of the actionable tactics and recommendations for improvement that will drive real results.