Call Center
Non-integrated reporting or Lack timely information
Need to find areas to optimize
Integrated desktop
Costly turnover
Decreased performance or Need performance management
Quality management
Missed sales opportunities
Call Center Types
Non-Integrated Information or Lack Timely information
Problem:
For most call centers, there is more data available than one could ever desire. The problem is that the data is not in a centralized, single source. Thus, pulling together information to depict agent performance, center performance, or individual performance management including non statistical information such as human behaviors, quality monitoring scores, etc becomes a massively time intensive function.
Solution:
The Comb Group has worked with multiple organizations to design, develop, or acquire the necessary tools and applications to centralize data into one single source. The Comb Group has tools that your organization can start with and then customize so that your organization does not start at ground zero. In addition, The Comb Group has completed a multitude of RFP creation and management engagements in which our organization has worked alongside our customers to find the appropriate tools in a cost effective manner.
Success Stories:
Health insurance-Application Design, Development, & Implementation
Financial Services-Application Design, CoDevelopment, & Implementation
Need to Find Areas to Optimize
Problem:
You find the despite the efforts you have invested in improving organization performance, you find that conversion ratios are lower, miscommunications between marketing and sales continue to occur, there doesn’t seem to be a consistent process for communicating sales opportunities and planning for future events always seems to leave critical operations issues rising as rollouts occur, and customers continue to have issues when multiple, complicated, follow-up is required .
Solution:
The Comb Group Diagnostics and Optimization services help you find untapped potential lying within your current systems of people, process, and technology, identify and build the appropriate performance management systems to manage all strategic objectives across the organization., integrate and standardize technology platforms following a merger or acquisition., consolidate disparate reporting systems and processes, transform business strategies to improve customer satisfaction, sales, loyalty, and retention, and/or increase your organizations ability to sustain improvements in sales activities by assessing skill competencies and by developing a program to match expectations to existing infrastructure abilities.
Success Stories:
Dispatch and 911-Optimization and Growth Planning
Financial Services-Optimization and Growth Planning
Financial Services-Speech Enabled Automated Systems
Media & Radio Networks-Optimization and Growth Planning
Media & Radio Networks-Sales Optimization and Technology Selection
Media & Radio Networks-Workflow Analysis and Transition Planning
Telecommunication-Optimization and Migration Planning
Small Business Outsourced Call Center-Optimization and Growth Planning
Small Business-Application Design, Development, & Implementation
Integrated Desktop
Problem:
Nothing is more frustrating to an end customer than an agent that has to put them on hold to “go get information”, to “review the information”. When an agent has to place a customer on the phone because they have to pull information together, customer satisfaction decreases. Companies today have more technology at their fingertips yet has technology really solved the customer service and sales issues?
Organizations need a cost effective, centralized desktop solution that pulls all information from corporate systems, sales systems, service systems, and marketing systems together. It is possible, to purchase or develop your own. The question is understanding how to get started.
Solution:
The Comb Group has worked with many organizations to both develop and purchase seamless desktop applications. These applications consolidate information access so that agents simply have one graphical view of customer information. Development times range from 6 to 18 months. However, because The Comb Group has developed so many of these applications, most of our clients seize the advantage offered to them by our years of experience and by our toolkits. These toolkits allow the customer to start at “ground 40 not ground 0.”
The Comb Group is not a reseller of any specific applications. This way, we can maintain our objectivity. However, Comb Group integrators have integrated all of the major products on the market and know the benefits and disadvantages of each.
Success Stories:
Financial Services-Integrated Desktop Solution
Costly Turnover
Problem:
‘Employee retention' has assumed mythological status in recent years - a problem seemingly so large that just understanding the issues involved seems intimidating. Our client’s state that we helped them suddenly see the potential lying right within their organization, in short, we created an Epiphany.
More often than not we find that incentive plans, training programs, and departmental cultures are not aligned with the strategic goals of the organization. Thus, people are not performing as expected; Staff members are frustrated, management is frustrated and retention problems arise.
Solution:
Our belief is that people stay where they feel at home. To feel at home one must feel:
- They are important to the overall cause at hand and understand where their roles aligns
- They must feel that there opinions matter
- They must feel that compensation programs reward low, average, high, and exceptional staff appropriately
- They must believe that the organization cares as much about them as they do about their job.
Organizations work with us to design and implement employee development programs that express who you are as an organization and ones that consistently align program to strategic operational goals, even as they change. We will first work to identify the organizational goals and then we will work to align those goals through all aspects of Employee Development including Mentoring and Coaching, Employer Branding, Retention Strategies, Recruiting & Orientation, Compensation Programs, & Training.
Success Stories:
Financial Services - Employee Development Program
Need True Performance Management Systems
Problem:
You find that your staff is working hard, yet not achieving the results required. You have identified performance goals, you have job descriptions, and you have incentive and recognition programs. What else do you need you ask yourself? Many organizations find themselves in this position. Without a truly integrated performance management system, most organizations will not realize the true potential lying within their existing people, processes, or technology.
Solution:
A performance management system starts with the development of a true Employee Development Program that is designed to provide enhanced support towards accomplishing increased business results. This program must: increases the competency and productivity of all employees, reduce the risk of customer related issues associated with administration of policies, reduce the time necessary to develop the competency of new employees and get the “to the floor”, increase the consistent application of company-wide standardized policies, procedures, products and philosophy, provide a cost effective yet efficient system for developing current staff to ensure customers receive consistent and quality service, provide a flexible training system that responds to individual learning needs and changing staff development demands and finally, one that provides a clear career path for growth; thus increasing employee retention and reducing costs associated with employee churn.
Success Stories:
Financial Services-Employee Development Program
Financial Services-Performance Management System Program
Media & Radio Networks-Employee Development Program
Quality Management
Problem:
Most call center organizations desire to implement a quality management program to:
1) Ensure quality of customer interactions
2) Ensure consistency in services delivered
3) Audit agent/customer service representative job knowledge
4) Identify training needs for agents/customer service in an effort to provide higher levels of service
Quality monitoring should include a consistent format, consistent schedule, and consistent performance measurement if the program is to be successful and if performance improvements are to be realized.
Solution:
The Comb Group delivers a quality management system that can be sustained WITH OR WITHOUT “fancy” monitoring software. If your organization has a nice recording application, great, our process will work. If your organization does not have a nice recording application, great our process work. Our systems include:
1) A paper based system showing how calls are to be monitored, the scoring system for monitoring, and the performance measurement procedures.
2) A complete feedback, review, and mentoring program.
3) Recorded sessions that are maintained for a period of time sufficient for training and performance management purposes.
4) The implementation of a quality assurance team that focuses entirely on quality assurance and improvement initiatives.
5) Ensuring that side-by-side monitoring is completed as well to allow observation of counselor navigation of system screens in conjunction with the voice conversation.
6) Use bench marketing data to standardize processes and performance criteria.
Success Stories:
Small Business Outsourced Call Center-Quality Monitoring program
Financial Services - Quality Management Program
Missed Sales Opportunities
Problem:
You have a strong marketing presence. Your marketing programs are “making the phones ring” in the telesales center. Yet, conversion ratios are lower than expected. To maximize penetration of new and existing markets your Telesales staff need much more than selling skills. They need consulting skills. They need problem-solving skills. They need negotiating skills. They need relationship-building skills. Skills that help them convert more of what prospects are saying in general conversation into key selling information, listen more and hear less, understand how marketing campaigns and sales performance work in tandem to generate revenue, rise above the competition, reduce the cost of sale while maintaining relationships.
Solution:
The Comb Group has worked with several organizations through our Sales Performance Optimization (SPOÔ)service services. This service provides a method to improve and sustain high sales performance over time. Driving revenue increases in the next quarter of business after improvements is a must.
Success Stories:
Financial Services-Telesales Improvement
Examples of Call Center Applications
Dispatch Call Centers
911
Newspaper Circulation
Member/ Client/Agent Support Call Centers
Teacher Retirement Services (Pensions, etc)
Employee Assistance Programs
Insurance Agents & Service Centers
Billing Departments
Employee programs
Credit Union
Customer Support/Help Call Centers
Software Service
Telephone Companies
Cable Companies
Employee Help Desks
Outbound / Direct Sales Call Centers
Financial Services
Collections
Retention
Sales
Inbound/Ordering Call Centers
Any Product
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