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
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
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: