Improve Contact Center Customer Satisfaction

SGCi has assembled a portfolio of services to support contact center managers. Our clients pay only for actual consulting work, not developmental or learning time. We have developed our service offerings over time and proven them in active real-time environments. Our customer satisfaction improvement services include the following:

callcenterGeniusTM Operations Review

The SGCi Operations Review utilizes our proven studies, surveys, work observations, and statistical analysis capabilities to conduct a comprehensive examination of your operational environment. The callcenterGeniusTM Operations Review provides you with the information you need to manage your operation into the future.

Contact Center Strategic Plan Development

The SGCi performs a point-by-point analysis of contact center operations to produce an all-inclusive roadmap to sustained successful performance.

TELEGenius Call Center Quality Management Training And Analysis

Our TELEGenius process focuses on both call and non-call work activities and is an integrated program of processes designed to improve contact center transaction quality. The process utilizes customer and agent surveys to identify issues; call and non-call work process observation; work studies; call and non-call work observation form design; call activity analysis; and work process re-engineering and design. We work to improve productivity management through the use of work activity studies that result in the development of reasonable expected work times for each transaction type. These processes result in a work productivity measurement process for all work types. The studies also provide a process for call and non-call work quantification. Our approach to work management is that you cannot manage what you don’t count, so we focus on work management across the full work cycle from inception to completion and resources are focused on critical management goals.

Contact Center Statistical Analysis

SGCi specializes in contact center work statistics analysis. We build statistical models of incoming call activity and non-call work activity to use as the basis for staff resource estimation and future work and staff resource forecasting.

Getting The Most Out Of Call Center Technology

SGCi recognizes that the key to the successful implementation of contact center technology is the integration of work processes and system features/functionality. Typically, we see managers focus on the purchase and implementation of new technology as the solution to critical contact center issues. However, the key to success often is work process design, changes to methods and procedures, and measurement redesign. SGCi facilitates successful technology integration by addressing the full contact center job. We help you create measurements to confirm success and ensure sustained success.