Call Center Power Solutions for the Public Sector

A contact center operational assessment performed by Call Center Power, is a comprehensive and very detailed process, designed to provide our team and client with a holistic and “deep dive” view of their call center operation. Our operational assessments are only performed by our most experienced contact center executives and advisors. Our proven, 3 Phase assessment process minimizes disruption to the business while maximizing the value we provide to our clients. These contact center assessments typically take 3 weeks to complete (Phase I – Phase III) but can go longer depending on the client’s needs, size and scope of the operation as well as unanticipated findings during the assessment.

Optimizing performance in our client’s contact center/s can involve any functional component of the business including but not limited to:

1. Key Performance Indicators
2. Process Improvements
3. Performance Management and People Practices
4. Organizational Structure
5. Support Departments Linkages
6. Defect Reduction & First Call Resolution
7. Service Quality & Customer Satisfaction
8. Human Capital Optimization through Organization Building & Skills Development
9. Culture Development
10. Workforce Management and Resource Optimization
11. So Much More….

If your organization is looking to outsource all of some of your contact center operation, let one of Call Center Power’s outsourcing advisors lend a hand. Over 30 + years in the call center space, we have built a proven, well vetted and results oriented network of BPO outsourcing partners, capable of meeting any of the needs of our clients. We have worked directly with and placed projects with every one of the partners in our network so we know they will do a great job for our clients.

Our outsourcing brokerage services are free to our clients, as we are paid by our partners. When a client engages our team to assist with their outsourcing project, we will source the BPO provider options for the client, facilitate the due diligence process for our client, aid in the contract negotiation and execution phase as well as assist our client with the implementation of their project; all at no cost to them.

Many companies, large and small, have taken advantage of Call Center Power’s outsourcing brokerage services, you should to. Why go it alone if you don’t have to?

Call Center Power’s Managed & Professional Services are designed to augment our client’s team with the resources and expertise their call center needs to be successful. Our “M & P” Services resources can be dedicated, full time resources or work “as needed”, depending on the needs of our client’s business.

One of the more powerful advantages of Call Center Power’s Managed & Professional Services is that we can leverage our large team of experienced contact center experts to address any need of our client, within a Shared Services framework. For example, many of our clients pay a static fee each month for our “M & P” Services and get access to a wide array of talented resources to fill every gap they have in the contact center including training, workforce management, quality assurance, operations and much more.

Call Center Power’s “M & P” Services can address the following needs of our clients:

✓ Operations Leadership

✓ Vendor Management

✓ Training Curriculum Development & Facilitation

✓ Workforce Management

✓ Quality Assurance

✓ Project Management

✓ Program Management

✓ Recruiting

✓ CCaaS Management & Support

✓ Reporting & Analytics (Business Analyst)

✓ Others Upon Request

At Call Center Power have direct relationships with some of the most advanced and highest performing CCaaS & UCaaS providers in the industry. In addition to the partners, we work directly with, we have access to many more via our well-established agency relationships throughout the US. In all, our telephony experts can bring over 30 CCaaS/UCaaS options to the table, meeting any need of our client.

A few examples of the CCaaS & UCaaS partners we leverage are below:

✓Amazon Connect

✓ Genesys

✓ NICE CXone

✓ Five9

✓ Content Guru (Storm)

✓ Nextiva

✓ Google CCAI

✓ 8x8

✓ Talkdesk

✓ Sprinklr

✓ Cisco

Call Center Power’s telephony experts spend a great deal of time understanding the needs and requirements of our clients before they consider any provider. We understand how important it is to listen FIRST, so we get it right the first time. Once we have the comprehensive set of client requirements and are aligned around the goals and objectives of our client’s, our telephony advisors will work tirelessly through our vast network or partners to source 2 – 3 partners whose solutions will meet the needs of our clients. In addition, our advisor will help manage the due diligence process until the perfect partner solution is chosen. After a partner solution is identified, Call Center Power will assist our client with contract negotiation, solution design as well as the implementation of the telephony solution. Post implementation, many of our clients as the Call Center Power telephony advisor to stay engaged in on going support role through our popular Managed & Professional Services offering.

Once we fully understand our client’s goals and objectives, we are ready to get to work. In Phase I, we gather and review all of the documentation, operating procedures, performance management tools, resources, etc. in advance of the “On Site” portion of the assessment; in order to learn as much as we can about the current state of the business. This detailed review provides our team with the invaluable knowledge and context they need to ensure a successful Phase II – “On Site” portion of the assessment.

The “on site” portion of the assessment is where we begin to gather direct input from all of the relevant people involved in managing and performing in the call center operation, including all levels of the leadership team, SMEs, front line agents, support department leaders, intra departmental stakeholders and influencers, client executives and more. Utilizing learnings from Phase I of the assessment, we build questionnaires with tailored questions designed to uncover what is really happening within the call center. Our call center advisor will work with the client’s executive sponsor and POC to schedule all of the Phase II one on ones and focus groups during Phase I.

Once we have completed Phase I & II of the assessment, our call center advisor will then prepare a detailed and comprehensive readout that will be shared with our client. The Readout will generally be comprised of 3 components. These components are Observations, Recommendations and The Roadmap.

In the course of performing the contact center assessment, we will have gathered a myriad of observations and learnings that will cover every aspect of the contact center operation. These observations will be outlined and categorized in order to make them easy to follow and understand.

Based on what we learned from the assessment, as well as the “Best Practices” we can bring to the table, we will provide a comprehensive outline of improvement recommendations that we can leverage to achieve our client’s goals.

After we have documented the Observations and improvement Recommendations for the business, our team will lay out a prioritized and organized roadmap of tactics needed to implement the desired improvement recommendations from the assessment. In addition, the roadmap will include a view of the categorized workstreams laid out over time. This visualization will aid our team and our client’s leadership team to plan and align around “Next Steps”.