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Our firm, and its associates, works with clients to expand, optimize and enhance the service experience and operations for call center or business process activities. We are a global consulting team, with over 25 years of experience, located throughout North America, Asia Pacific (APAC), Central America and Latin America (CALA) and in Europe, Middle East, and Africa (EMEA). We stand behind the core values that our CEO and Founder adhere to.
We work with CEO's, CFO's, CIO's and CTO's, to quickly "drill down" and assess benchmarks and optimization strategies to capture value. Our research includes multiple data points, from various sources, on over 300 call centers around the world. Collectively, we look at best practices to hire, manage, retain, grow, equip and enable people, process and technology in operations; to get the highest profit and customer lifetime value for our clients.
Key areas of focus:
The diagram below outlines a typical process. Our process starts with an assessment/benchmark, current state, and optimization gap review. Comparing options to capture cost and/or drive revenue on-shore, near-shore or offshore are additional steps. We work with client to achieve profit goals, and provide ongoing management/governance of the process.
China, Philippines, India, Outsourcing, Cheap, Labor, Costs, Near Shore, Offshore, Sales, Marketing, Customer Service, AVAYA, CISCO, GEOTEL, GENESYS, ALCATEL, ACD, PBX, Lease, Build, Technical Support, Help Desk, Call Center, BPO, Contact Center, Business, Process, Sourcing, I
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