Call Center Design & Implementation Management

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:

• Automatic Call Distribution (ACD) Systems

• PBX Based ACD Systems

• Computer Integrated ACD Systems

• Outbound Predictive Dialing Systems

• Outbound Power Dialing Systems

• Integrated ACD/Outbound Solutions

• ACD Management Information Systems (ACD MIS)

• Web Enabled Call Center Applications

• Integrated Voice and Data Applications

• Call Center Design (Acoustics, Environment, Peripheral Equipment, etc.)

• Agent/Collector/Telemarketer Training

• Customer Service Representative/Sales Agent Telephone Training

• Network Analysis and Design for Inbound/Outbound Applications

• Specialized Software Applications (Forecasting, Staffing, etc.)

• 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:

• Develop an average of how many agents typically are working in each group during each week.

• Develop an average number of answered calls per agent, per each group.

• Develop the average talk seconds per each group, per each call.

• Develop an average wait per each call, per each group.

• 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.

• Show the total of any not-ready time, per agent, per group and develop an average.

• 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.

• 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.

• 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.

• Calculate Deviation  -  A set of ACD Management reports is obtained during this observation phase to detect any behavioral deviation promoted by the observation process.

• Verify Call Distribution  -  Each agent group is observed to denote the even distribution of the incoming call flow volume.

• 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.

• Compare Norms  -  Timing samples will be established for the norms and compared to the system reports.

• Define Causes  -  Each agent group is observed to define what contributes to any potential transaction delays, incoming call delays or incoming call abandonment.

• Observe Outgoing and Non-ACD Calls  -  Outgoing calls and non-ACD calls are observed to assess the necessity during client transactions.

• Observe Data Entry  - Agent transactions are observed in context to the response of the data entry element of the transaction.

• Identify Task Interference  -  Agent transactions are observed to detect any task-interference associated with call flow and related management.

• 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:

• Executive summary.

• Section presenting the management report profiles and some examples of standards.

• The observations and recommendations relating to the operational evaluation.

• A comparative analysis of the operational norms gleaned from the test month, to the data gathered during the observation of the actual operations.

• 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