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Call Center Design & Implementation
Management
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The proper function
of the professional Call Center in today's business environment can mean the
difference between just being in business and being successful in the business.
The correct equipment, proper software, most efficient network or services
and effectively trained staff will ensure that your business will be successful
well into the future. Providing the ultimate in Call Center Design &
Implementation management, utilizing integrated voice recognition - IVR -
call vectors, and Internet based call center solutions optimally designed
for customer solutions.
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We've had years of experience in
working with some of the countries best know firms in helping them with the Telecommunications
solutions that drive the advanced call centers, especially for those customer service
and high tech companies.
Paradise Communications knows that the properly designed and equipped call centers,
whether a large telemarketing operation, a help desk, a small order taking department,
a large mail-order firm or an outbound collection agency will enable you to take
the edge over your competitors and provide exceptional Customer service when the
Call Centers are well planned and Call Flow is properly designed and managed.
The experience and expertise of Paradise Communications’
professionals will provide you with that edge. Our services include Inbound and
Outbound Call Center Design, Selection, Recommendation and Implementation including:
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Automatic Call Distribution (ACD)
Systems
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PBX Based ACD Systems
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Computer Integrated ACD Systems
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Outbound Predictive Dialing Systems
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Outbound Power Dialing Systems
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Integrated ACD/Outbound Solutions
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ACD Management Information Systems
(ACD MIS)
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Web Enabled Call Center Applications
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Integrated Voice and Data Applications
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Call Center Design (Acoustics,
Environment, Peripheral Equipment, etc.)
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Agent/Collector/Telemarketer Training
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Customer Service Representative/Sales
Agent Telephone Training
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Network Analysis and Design for
Inbound/Outbound Applications
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Specialized Software Applications
(Forecasting, Staffing, etc.)
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Analysis of Call Center Statistics
for Staffing, Network Configuration, etc.
Paradise Communications works with
other consulting firms nationwide to ensure that the expertise and experience needed
for your organization's call center is readily available.
Automatic Call Distribution (ACD) System Operation Evaluation
Paradise Communications evaluates
ACD system operations to assure our clients that their ACD operations are providing
their customers the services expected and required. We work witht he clients
to identify the scope of the project and detail report formats, then we begin the
review.
We
review the reports for operational detail and perform the following functions:
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Develop an average of how many
agents typically are working in each group during each week.
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Develop an average number of answered
calls per agent, per each group.
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Develop the average talk seconds
per each group, per each call.
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Develop an average wait per each
call, per each group.
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Flag
any high number of non-ACD calls, in and out, per particular agent in any group,
where applicable. Also note out-of-average times. This data is used when observing
the group and the official needs for the generation of non-ACD in and out calls.
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Show
the total of any not-ready time, per agent, per group and develop an average.
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Using the summarized performance
reports, calculate average delay, delayed announcements, both first time and second
time, and abandoned calls, per each group and service level provided.
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Evaluate the reports providing
the delay before abandonment information to determine the number of seconds the
abandoned calls wait before they drop the attempt, per each group.
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Observe Agent Groups -
Each of the agent groups is observed while in operation to determine the call
flow patterns and work-state and rest-state actions. Additionally, each agent
group is observed to determine the related non-ACD actions associated with each
transaction.
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Calculate Deviation -
A set of ACD Management reports is obtained during this observation phase to detect
any behavioral deviation promoted by the observation process.
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Verify Call Distribution
- Each agent group is observed to denote the even distribution of the incoming
call flow volume.
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Audit Agent Groups -
Each agent group is audited to document standard actions required to accomplish
a complete transaction. A composite of these observations becomes the norm for
that group.
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Compare Norms - Timing
samples will be established for the norms and compared to the system reports.
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Define Causes - Each
agent group is observed to define what contributes to any potential transaction
delays, incoming call delays or incoming call abandonment.
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Observe Outgoing and Non-ACD Calls
- Outgoing calls and non-ACD calls are observed to assess the necessity
during client transactions.
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Observe Data Entry - Agent
transactions are observed in context to the response of the data entry element
of the transaction.
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Identify Task Interference
- Agent transactions are observed to detect any task-interference associated
with call flow and related management.
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Identify Job Aids -
Each group is observed to determine the completeness of associated materials and
any job aids that are required to complete a normal transaction.
Develop a Final Report -
A report denoting the findings and results of the management report evaluation and
the operational evaluations is produced. This report is divided into observation
elements with related recommendations. The recommendations combine a blend of software,
hardware, and procedural and/or training components. The report will contain the
following sections:
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Executive summary.
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Section presenting the management
report profiles and some examples of standards.
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The observations and recommendations
relating to the operational evaluation.
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A comparative analysis of the
operational norms gleaned from the test month, to the data gathered during the
observation of the actual operations.
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An action or implementation plan.
We work with a number of the
top vendors in the business to identify the best solution for your particular needs.
We find the following links some the best resources, hope you find them beneficial
as well. Please keep us in mind when you are looking for an
unbiased resource to help you plan, design or optimize your state of the art Call
Center solution. The following is a group
of sites you may find helpful. If you have a favorite that would help your
peers, please let us know. Thanks for visiting - come back soon.
 Meridian
1 Call Center Solutions
Total Solution
e-Business Customer Contact Center
 Call
Center Solutions
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