Success Stories

“We hired Doug Deker from Call Center Optimization Group to consult with our Reservations Team about developing an omnichannel call center.  Not only did Doug educate us about the tech capabilities we should be looking for in a new phone system, he also helped us develop an effective contact strategy for following up on hot leads.  In just a short time, Doug familiarized himself with our business, listened to our needs,  and created an engaging presentation that resonated with the entire team.  We feel very lucky to have found Call Center Optimization Group, and we wouldn’t hesitate to use them again for future consulting needs.”

“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.”

“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!”

“This morning I spoke highly of the work you did for Envision Experience and made sure everyone knew that you are so great we hired you twice.”

“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.”

“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.”

“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.”