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Call Center Consultant – To Optimize Operational Efficiency and Customer Satisfaction

“Call centers and contact centers are strategic assets that companies can use to improve their customer relationships, and more important, to learn more about their customers, and therefore serve them better.”

A call center is a voice-centric, public switched telephony network-based center where agents handle service calls from customers, business partners, internal company associates and/or anyone else for the purpose of sales, marketing, customer service, telemarketing, technical support or other specialized business activity. On the other hand, a contact center generally refers to a center where agents handle additional types of customer, partner and/or associate contacts. A contact center is considered to be an important element in multichannel marketing.

Contact centers typically includes one or more online call center but they may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise’s overall customer relationship management (CRM). Contact centers go by many names. Probably the most common is e-contact center. Other fairly common ones you may hear are Web-enabled call center and customer interaction center.

The continued phenomenal growth in call centers has created a whole host of challenges to the call centre professional. As a result of the growing competition, call center services require some aid to carry on their profitable business. This is where call center consulting services are required and effectively step in. Call center consulting is a service that generally provides the clients with results-oriented solutions for real-world challenges.

Call center consultancy help call centers in achieving maximum performance. Their services provide the call centers with result-oriented solutions for the various challenges they face. They help to optimize forecasting, staffing and scheduling processes. Call center consultants bring both operations and consulting experience to each engagement and help organizations to develop the diverse skill sets required for successful call center management.

The most important activity conducted by any call center consultant is to analyze workflows to improve the efficiency of the call center and ultimately the entire organization. Some of the consultants also provide on-site consulting services that help the call center managers with contact methods and procedures, data management strategies, database evaluation and design, Workforce management, Staffing policies and procedures, ACD (Automatic Call Distributor) and PBX (Private Branch Exchange) switching, IVR (Interactive Voice Response) and Queue Engineering, System acquisition, configuration, and network implementation.

Contact centers have always had to figure out how to do more with fewer resources. In today’s economy that requirement is magnified. Contact center consultants understand the contact center environment and customize their services to meet the unique needs of their clients. Contact center consulting professionals conduct a comprehensive review of all critical contact center operations and practices to identify opportunities to improve service performance, increase productivity and manage costs more effectively.

They initially, conduct an overall assessment of a client’s contact center, including audits of such functions as talk times, ACD reports, staffing levels in relation to occupancy, and total minutes of talk/work time. Based on their assessment, clients can determine how they wish to proceed with improving their contact center business processes. Regardless of their operational mandate—sales, service, or support—a contact center consultant can help them optimize operational efficiency, improve customer satisfaction, and generate additional profits.

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