Call Center 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. In addition, our clients get the best process improvement results because our team leverages our patented CCOG Method.

The CCOG Method is a powerful six-point approach to call center process improvement that has saved our customers tens of millions of dollars in expense savings and opportunity costs. Our method is outlined below:

• Assess – Quick, Efficient, Comprehensive
• Plan – Collaborate with center team
• Attack – This is the fun part…
• Document – Ensure lasting change
• Learn – Can we do better?
• Refine – Integrate learnings and back to “attack”

Our team at CCOG also has experience in applying Six Sigma and LEAN methodologies, but we do not get “paralysis by analysis.” We recognize the sense of urgency that all call center operators face. One of our core missions is to get you the results you need as quickly as possible so we can minimize our billing and get you on a path to success!