Call Center Consulting
When a potential customer reaches out to an organization, a frequent first point of contact is the call center. This first interaction greatly impacts the caller’s perception of the entire enterprise. The Persimmon Group has a robust understanding of the role the call center plays in providing a positive first impression for a potential customer, as well as providing positive support that increases the loyalty of existing customers.
The Persimmon Group leverages over 20 years of progressive call center consulting that provides a solid foundation for defining and implementing people, processes and technology solutions designed to transform the call center from a cost center to a profit center.
We understand there is no “one-size-fits-all” solution. Our engagements typically begin with an assessment to understand how the call center is aligned to support the business. With a thorough understanding of the mission and vision, TPG will then assess the call center to understand how it contributes to the fulfillment of the corporate mission through its operations management methodology, customer service applications, and telecom components. We then work collaboratively with both the executive management and the frontline call center managers to:
- Develop improved call routing processes,
- Design and deploy appropriate technologies
- Train staff and service agents
- Recommend up-sell and cross-sell opportunities.
Our call center services address these key areas:
Strategy
- Alignment of call center strategies to support organizational objectives.
- Adoption of Customer Relationship Management strategies
Operations Management
- Recruitment of the right people resulting in the development and retention of talented supervisors and agents.
- Defining and generating meaningful metrics reporting that provides valuable information for increasing efficiency, effectiveness and productivity.
- Training that ensures managers and supervisors gain the skills necessary for effective coaching and feedback.
- Development of processes for skills-based call routing, queue management, case management, and performance management.
Telecom Applications and Infrastructure
- The Persimmon Group’s service offering addresses ACD, IVR, CTI, call management systems, workforce management and scheduling applications, quality assurance, and customer relationship management applications.
