Elias Consulting    Group
Elias Consulting    Group
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    • Home
    • About
    • HR Offerings
    • ECG Leadership
    • Contact Us
    • ECG Clients Lists
    • Government Compliance
  • Home
  • About
  • HR Offerings
  • ECG Leadership
  • Contact Us
  • ECG Clients Lists
  • Government Compliance

HR Centers of Excellence (COEs)

ECG has the expertise to build-up, from the ground or improves your  HR Center of Excellence (HR Call Center operations).  We have the  experience in telephony, web-based platforms, mobile applications, CRMs,  ERPs and Predictive Modeling and data Analysis to achieve up to a 50%  overall savings and a 30%+ reduction in needed people resources by  designing the infrastructure, employing the state-of-art-technology and  properly managing the content, knowledge base and training Managers,  employees and COE agents.

Dr. Elias worked with the following clients and managed their entire project or the staffing management of the project:

On-line retailer - managed the staffing and training of over 30,000 agents for  32 nationwide call centers supporting millions of on-line customers

Telecom – Established and implemented 22 international call centers with over  18,000 agents.  Nokia had a history of strong subscriber growth and  supported more than 2.8 million lines of service per call center per  month

An FPA BPO – Established 4 call centers with over  4,800ound-up your call center agents servicing over 800 Financial and  Accounting Clients, including: Finance Companies, Savings & Loans,  Regional Banks and Car Financing Operations

$2B Enterprise-wide  Software Developer.  Established 27 international customer and product  support call center operations with over 900 technical application  engineers agents

National Staffing Company – Established a  national call center to support the firm's Virtual University (offering  125 courses) for over 120,000 employee students in 4 time zones

Global  Staffing Company -  Established a globall call center to support the  firm's Virtual University (offering 125 courses) for over 160,000  employee students in 7 time zones


  

The following methodology was employed with all of these clients to achieve  their desired business goals for their call center and customer service  teams.

1.Conduct a baseline needs assessment based on the below criteria in #3 below.
2.Conduct a SWOT Analysis of the current landscape
3.Define the desired business goals*, deliverables and measurements by:


Defining desired outcomes (metrics) such as the:
Number of incoming calls

  • Number of out-going calls
  • Duration of calls
  • Number of dropped calls
  • Customer satisfaction with the experience (automated telephone survey, independent email surveys)
  • Number of repeat customer calls regarding the same issue(s)
  • Evaluate budgetary requirements
  • Evaluate timelines
  • Evaluate available staff for implementation, maintenance and upgrades


4.  Evaluate technology requirements utilizing current or “to be acquired”  software and hardware including legacy systems, cloud alternatives,  (Saas – Software as a Solution),  in-house hosting and  3rd party  hosting
5. Evaluate technology capabilities required:
an auto dialer

  • data import features
  • web integration APIs
  • voice recording and real time reporting
  • predictive dialer - will increase productivity by allowing agents to automate outbound calls
  • IVR-  Interactive Voice Response customers are guided to the appropriate  agent through preset menus and prompts, saving agent time
  • voice recording - all calls are recorded allowing agents to review them and offers the best and most consistent service
  • campaign and list management - helps set parameters and priorities for outbound campaign


6. Develop a strategic plan for acquisition and implementation inclusive of the above indicators

7. Conduct a Beta test

8. Conduct parallel test

9. Go Live


*Summary of business goals:

  • Improve customer retention
  • Improve Customer Satisfaction
  • Improve  response time and agent capacity in completely answering the customer's  questions in the areas of: service issues, billing issues, content  issues, technical issue and package plans 
  • Improve agent-customer interactions
  • proper agent training 
  • documented life-cycle supply chain per service or product offering


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