|
Teleservices
strategic planning
|
- Determining teleservices
needs and recommending in- or out-sourcing based on current and
future objectives
|
|
Educating
clients in technology utilization
|
- Evaluating current
technology and making recommendations for more cost effective
systems
|
|
Call
center performance audits
|
- On-site evaluation
of current call center capabilities and future prospects for new
technology and customer service platforms
|
|
Remote
call monitoring
|
- Regularly scheduled
call quality assurance
|
|
Customer
Service Representative (CSR) evaluation and training
|
- On-site assessment
of CSR strengths and opportunities for improvement
|
|
Program
Management
|
- Daily supervision
of program start-up, implementation and maintenance
|
|
Educating
clients in provider management
|
- Mediating client/supplier
relationships and providing recommendations for improving performance
|
|
Technology
selection and implementation
|
- Review current technology
and recommend new or improved options. Help apply and manage new
hardware and/or software
|
|
Provider
evaluation, recommendation and selection
|
- Supplier comparison
through in-depth analysis and evaluation of each supplier's abilities,
strengths and weaknesses; assistance in negotiating pricing and
terms
|
|
IVR
planning and management
|
- Call flow design,
scripting, programming, implementation and administration of large
and small IVR applications
|
|
Script
review
and writing
|
- Preparing wording
for various business to consumer and business to business applications
|
|
Call
forecasting
and staffing recommendations
|
- Analyze current call
trends and use past call histories to forecast future call volume.
Review current staffing plans and propose improvements
|
|
Program
reporting and analysis
|
- Evaluate program operations
and prepare data reports, especially in multi-supplier environments
|
|
Direct
supplier supervision
|
- Active management
of supplier day-to-day operations and reporting
|
