Understand the Problem, Know the Solution

improve KPIs,
hire the right staff,
bridge the gap between QA & CSAT

Call centers live and die on metrics. But how can you ensure that you sustainably and effectively achieve your business goals and keep your customers and clients satisifed?

Every business has issues that require experts to solve them. Our consultants help you to achieve your business goals by identifying the root cause of problems and building solutions that are results-driven, internally sustainable and tailored to your specific needs.

In particular, we focus on:

What We Do

Consulting Services

As subject-matter expert consultants we offer a range of services, including audits of your departments, benchmarking processes and QA scorecard development

Audits

Our audits full range from a full end-to-end audit, to individual department or specific issue analysis, providing detailed recommendations and strategies to improve performance and efficiency.

Benchmarking

This consists of tagging your processes and job functions with benchmark communication and competency requirements. This allows you to hire staff at the right level, profile them to the right processes and train and coach them in the right skills.

QA Scorecard Development

QA scorecards typically have little relationship to actual customer experience putting your agents in a difficult position: do I satisfy QA or CSAT? Often written by product experts for onshore centers, these scorecards do not follow good practices in assessment are not applicable for the communication skills required in offshore centers. We help you improve your QA scorecards so they accurately measure what you and your customers deem 'quality performance'.

Results-Driven Solutions

All our consulting services focus on improving your business by identifying the problems and providing results-driven solutions

With our wide range of expertise and diverse skill sets, we hand-pick consultants for your project to ensure our solutions have the maximum impact.