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