Welcome
Relax! You are already one step closer to solving your latest call center challenge. Whether you need to relocate to another facility (yesterday), select a new ACD package to replace the one about to break, revamp your training curriculum or significantly decrease your cost per call... I can help.
Typically, most call center operations barely have enough resources to meet daily metric goals let alone stay ahead of the curve and implement and complete new development projects. But besides answering the calls on time, you are expected to simultaneously cut costs, improve quality, increase customer satisfaction, and improve retention rates.
This is where I can help. I have 15+ years of experience building, moving and enhancing call centers of all shapes and sizes. Take a look at my services/experiences and approach and see if there is something I can do to help you take your center to the next level.
12% = average call abandon rate including both calls abandoned in initial IVR message and in the agent queue (Dimension Data, 3-1-06)
