How Can We Help
Contact Center Performance Group has a complete suite of consulting and outsourcing solutions to help any organization turn their contact center into a competitive weapon for their business.
For companies looking to improve the performance of an existing contact center (insourced or outsourced), we provide solutions that have been proven time and time again to dramatically improve customer care programs, sales programs, and technical support programs. These solutions include:
- Management and Supervisor training workshops and programs
- CSR/TSR training solutions, both new hire and performance enhancing refresher trainings, for service, sales and tech support
- Formal certification programs for management, supervisor, QA and CSR/TSR
- Formal performance assessment analysis, along with documented recommendations for immediate tactics to impact performance
- Screening and selection tools
- Remote monitoring solutions
- CSAT tracking solutions
- Data analytics and database marketing solutions
For companies looking to outsource their contact center work, or to make a change to a higher performing contact center outsourcers, we provide the following solutions:
- Comprehensive needs assessment coupled with recommendations on which contact centers are strong at delivering the specific types of services identified in the assessment.
- RFP/RFI creation and process management
- Vendor management, including the entire lifecycle of making sure your vendor partner performs at peak performance
- Industry benchmarking, comparing your outsourced site to other similar programs to see how you stack up against your competitors and peers.
Please feel out the brief questionnaire below to help us better identify the specialist who can discuss your specific needs with you:
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Name:
Email:
- Do you manage your own contact centers, or do you work with an outsourcing partner?
Manage Contact centers
Work With An Outsourcing Parter
- Do you handle sales, customer care, tech support, or some combination?
Sales
Customer Care
Tech Support
Some Combination
- Are your call centers located domestically, near shore (Latin America/Carribean) or off shore (India/Philippines/Asia)?
Domestically
Near Shore (Latin America/Carribean)
Off Shore (India/Philippines/Asia)
- Check all current areas that you are looking to improve on:
Retention of Employees
Recruiting/Finding the right people
Training
Quality Monitoring Processes
Improving Supervisors in their Coaching and Mentoring Capabilities
Third party call monitoring and Customer Satisfaction (CSAT) programs
Certification Programs to Ensure that all Associates are fully qualified to perform
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