RDK / Call Center Management:
We meet the people, process, and technology challenges of contact centers with innovative, effective approaches that deliver measurable results. Whether we’re working for a Fortune 500 company or a small to medium business, we work closely with clients to achieve their business goals through meticulous project planning and execution.
Below is a partial list of what we can do for you:
- Develop customer interaction and technology strategies to address business objectives
- Lead clients through projects that include process change, organizational redesign, channel growth, change management, and technology acquisition and implementation
- Help build contact centers from the ground up to support new companies or new business initiatives
- Develop requirements and help clients select and implement the best technologies to meet their needs
- Define centralized service strategies and plans including organizational, staffing, process, and technology implementations
- Assess existing operations and technology environments against business goals and develop actionable recommendations and plans for change considering best practices and industry experience
- Define requirements and select technology to meet business, functional, and technical needs
- Project accurate, detailed budgets with resource and system requirements
- Assess the viability of business strategy and pricing for outsourcers and contact center service businesses
We help our clients get the most out of their technology, processes, and staff
Some of the competencies that we’ve leveraged in our project work include:
- Multimedia contact routing, skills, and processes
- Client-specific call handling and soft skills training
- Supervisory coaching and mentoring skills
- Workforce and peak season resource planning
- Quality management program development and implementation
- Customer Satisfaction / Voice of the Customer (VOC) program design
- Organizational design (front-line and support services)
- Change Management
