Partner Consulting believes that enhancing the customer experience and providing social media access choices are the focal point of the Contact Center design. Strong consideration should also be given to cost control and operational efficiency. Our goal is to work closely with our clients in support of your network architecture. Our services are designed to meet your networking needs by addressing telecom carrier selection, Toll Free network design, IVR and ACD routing, digital and social media access and network disaster recovery.
Contact Center Experience
- Conducting Call Flow Analysis
- Reviewing and assessing data collection metrics
- Providing staffing analysis to highlight gaps and issues
- Designing workforce management to assure effective scheduling and adherence
Operator Services Consolidation
- Conducted thorough review of five independent operator service teams and performed stakeholder interviews to develop comprehensive analysis of current state including an assessment of organizational structure and responsibilities.
- Identified operational steps to consolidate groups and implement “Best Practices” through a phased implementation plan.
- Research and evaluate technology platforms to determine best technologies support operational objectives.
- Transformation from five independent service teams to a consolidated operator service contact center with geographical diversity for business continuity. Processes streamlined and consolidated making procedures more efficient and will provide an opportunity to reduce FTE requirements.
Large Insurance Company: Toll Free Optimization
- Toll Free Contact Center Audit and optimization
- Audit and optimization of 6500+ toll free numbers
- Identified 700K in Annual Spend Reductions