Call Center Consulting
Caras Training has provided Consulting for Contact Centers and Call Centers across North America since 1990. Our expertise has helped companies ramp up from 0 to 200 representatives in as few as 4 months.
Clients look to Caras Training for Call Center Consulting during times of change including:
- Consolidation of disparate small groups into one cohesive large team with new goals for service levels or sales results
- Acquisition of new companies that must be assimilated so customers get consistent care
- Rapid growth where formal procedures must be developed, taught, monitored and measured.
- Sudden decline in business that requires cost reduction
Our Call Center Consulting and Contact Center Consulting services can include:
- Technology selection for telephone systems, call routing, databases, call recording and monitoring, email, customer relationship management, workforce management and learning management
- Development of hiring standards and procedures including profiles, job descriptions, compensation programs, and interviewing strategies
- Creation of training programs, coaching programs and career pathing
- Quality Assurance assessments that create careful improvements in every day work
- Customer satisfaction survey writing for online and telephone surveys using the latest methodologies
- Script writing for email, live chat and telephone communication
- Coaching of new management and development of reporting
- On-site Interim Management to ensure short-term goals are met
Contact Center Consulting that brings results is just a phone call away. We are happy to share ideas with you in a tele-meeting, web-meeting or initial on site meeting with our compliments. Please do not hesitate to reach out.