Contact centers are always under pressure to enhance their customers' experience while reducing operating costs. DMG Consulting LLC, one of the most seasoned firms in the contact center field, helps organizations achieve this goal. DMG's Rapid Contact Center Operational Assessment program has been designed to deliver a return on investment (ROI) within three months, while laying the foundation for future department enhancements that will improve your strategic positioning and market perception.

Program Description

The Rapid Contact Center Operational Assessment identifies areas for productivity improvement, quality enhancement and organizational change, and makes staffing recommendations, technology suggestions, servicing and sales procedural best practices recommendations, and more, to help you reduce operating costs, improve your customers' experience and, if appropriate, increase revenue. DMG Consulting's highly skilled experts will deliver a customized report that includes short, intermediate and long-term recommendations to enhance staff and contact center performance in support of departmental and enterprise goals.

Benefits

• Quantifiable recommendations that will pay for themselves in three months
• A customized plan that will lay the foundation for future benefits and improvements in productivity, service quality, the customer experience, technology, and staff satisfaction
• Tools to build and institute a culture of continuous improvement
• Best practices that enable you to deliver an outstanding customer experience
• Advice from leading contact center operations, strategy and technology experts who have more than two decades of experience working with hundreds of companies like yours

Milestones

• Project kick-off
• Data collection and analysis
• Two-day onsite strategic assessment of operations, procedures and technology
• A detailed report documenting short, intermediate and long-term opportunities along with actionable recommendations
• Advice from leading contact center operations, strategy and technology experts who have more than two decades of experience working with hundreds of companies like yours
• Presentation of findings

Deliverables

• Immediate three-week turnaround from date of on-site visit
• 20 pages of detailed short, intermediate and long-term opportunities and actionable recommendations that will yield measurable benefits
• PowerPoint presentation summarizing findings and recommendations
• Two-hour conference call to present findings and recommendations to senior management
• "Health check" three months after delivery of findings