Call Center

Are you looking for a call center consulting firm to help your company solve problems, achieve your business goals, or optimize your technology and operations environments? Strategic Contact wants to be your partner in success.

Strategic planning is more important than ever. It is crucial that you clearly define, align, and successfully execute your business, operational, and technology strategies to achieve your goals. You need to maximize the value of your company's technology infrastructure and applications, as well as your operations and interactions with customers. Strategic Contact can help you achieve your business objectives.

More and more companies see the need to bring in outside expertise to assist with new initiatives, serve as a catalyst for change, or just bring additional capacity to thinly stretched resources. Examples of challenges faced today include decisions on call center outsourcing, defining how and when to migrate to VoIP, and how to build a solid information technology plan and associated IT governance model. We bring value to any project with our depth and breadth of knowledge, insights, and guidance. We recognize the challenges you face in finding the time and resources to define and execute strategic plans while addressing the tactical demands of day-to-day operations and technology management. We leverage our experience and methodologies to help you create and implement your plans efficiently and effectively.

Strategic Contact's mission, vision, and values reflect who we are, what we do, and how we work with our clients.

Mission To help clients optimize the strategic value of their technology and operations. Vision To be our clients' valued partner in helping them develop and execute strategic plans. Values Excellence, respect, integrity, and value.

Whether you are ready to define strategy, develop plans, or execute plans, contact us by phone or email.

 

Controlling costs in call center operations is at the forefront of business initiatives across the globe. Call centers managers are facing constant pressure to do more with less. Improve service, cut costs. Moreover, peak calling periods and seasonal variations also require call center managers to find ways to handle these peaks without "blowing the budget" by hiring more staff.

Two current publications are targeted at cost reduction in the call center. The first resource is a comprehensive toolkit with more than 50 ways to reduce handle time, lower resource costs and reduce contact volume. This product is called "Controlling the cost of call center operations."

The second resource is a benchmarking study on call center best practices that outlines critical management do's and don'ts that directly impact call center costs. This resource is called the "Call Center Best Practices" report. The operations edition focuses on management practices, and the technology edition highlights what technologies have had the greatest impact on call center efficiency




Strategic Contact focuses on defining and executing strategy. We offer these types of call center consulting services.

We help you define strategy.

• Technology Strategy and Planning
  Develop a vision and phasing for IT and telecom improvements, including the move to VoIP/IPT.
  
• Contact Center/Operations Strategy
  Define positioning, role, and operational framework to meet your business goals.
  
• Improvement Planning
  Create a plan that takes you from today to tomorrow.
  
• Multisite Strategy
  Design a cohesive, multisite operation that optimizes your resources and performance during normal operations and responds effectively to disruptive events.
  
• Sourcing Strategy
  Determine when and how to outsource or use in-house resources and when and how to use premise-based or hosted technology solutions.
  
• Business Cases
  Identify the benefits and develop the qualitative and quantitative analysis to support your plans.
   

We help you execute strategy.

• Call Center Design
  Design new centers and multisite centers, and redesign existing centers.
  
• Technology Selection
  Develop requirements and conduct vendor evaluations.
  
• Technology Design
  Design contact routing strategies, develop migration plans, or address other specific technology needs.
  
• Business Continuity/Disaster Recovery Planning
  Develop executable operations and technology plans.
  
• Process Design
  Provide training, planning, and execution.
  
• Organizational Design
  Design or redesign your operations or IT/telecom.
  
• Change Management
  Provide training, planning, and execution.
  
• Project Management
  Lead or support projects for technology or operational changes.
   

We also assist vendors, conferences, users groups, and others with the following types of services:

• Speaking Engagements
  Provide speakers for conferences, seminars, meetings and events.
  
• Customized Training
  Develop and deliver training in contact center technology, strategic planning, and the contact center market.
  
• Writing Services
  Write independent articles, white papers, research papers, and case studies.
  
• Market Opportunity Analysis
  Assess product fit, identify market needs, and provide customer perspective.
  
• Surveys and Benchmarking
  Design custom surveys and analyze results for contact center issues and opportunities.

For more detail information, dont hesitate to contact us :
Marketing Division
E-mail : This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
Phone number : (62)-(21) 3157533