Contact Center Consulting 2018-05-10T12:07:47+00:00

contact center consulting

Consulting Overview

Are you struggling to improve customer satisfaction performance? Do you need to obtain rapid cost reductions? Are you maximizing your sales staff? Is your service performance inconsistent?

The team of experts at Insite will work with you to quickly resolve any issue you have while utilizing best practices to reach your goals.  Insite wraps our entire performance improvement engagements around results, up to and including compensation.

During Performance Improvement Consulting engagements, Insite combines the following components to deliver rapid results:

  • Data Analysis
  • 5-Step Improvement Methodology
  • Warehouse of best-in-class practices
  • Decades of experience of the Insite network of experts

 

Outcomes

  • Greater consistency with your front line staff
  • Transfer of operational knowledge to your staff
  • Quick, proven results with no operational distractions

 

Sample Results

 

TracFone implemented Impact360, a WFO software tool.  TracFone needed assistance in using “phantom” agents to help determine the total agents needed and the optimal schedules for those agents.   TracFone first reached out to Verint, the Impact360 software developer, who sent several employees directly to the TracFone contact center.  After several visits, the software technicians were unable to resolve the forecasting issue.  Insite came to the center and was able to uncover an inappropriate forecast modification step that dramatically overstated staffing requirements.  With this finding, we were able to save TracFone over $5,000,000.