Evaluating your contact center performance is always important, but it can be difficult to have an objective view sometimes. You can make the process easier by seeking help from a contact center consulting agency. A consulting firm can provide you with a team that will observe your operations, WFM, QA, training, on-boarding; recruiting or can focus on any other specific area.
The consulting team can handle several aspects of your business, but you can also entrust them with just one area such as technology or sales. Perhaps you want the team to help you have better sales and returns or maybe provide you want a new technology solution to help solve the challenges you are facing. After the assessment, you will receive a tactical road-map with suggestions from your consultant. You can either implement those recommendations on your own or let the team handle the project on your behalf.
DeHaan (2017), a freelance writer featured on CallCenterSalesPro.com, revealed the common reactions of people to the concept of hiring a consultant. He said people are wrong when they think they do not need a call center consultant. It’s not a waste of money. Rather, he can do more for you. What’s even better than a consultant who provides you with a future state roadmap is a consultant that can help you implement the recommendations they have made. That shows that the agency is more than just your consultant, but a business partner invested in your success.
Here are just a few of the MANY benefits you can get just by hiring a call center consulting agency:
Adding Expertise to Supplement Your Management Group
You have a good staff with effective leaders, but few managers can excel in various areas. Let them do what they are good at, and look for a call center consultant or consulting group to fill in the gaps. Maybe you have a manager who’s a great trainer but is struggling with picking the best job applicants. Or you have a senior specialist who can handle all tasks but keeps missing the deadlines due to a heavy workload.
Another example could be that your technical specialist is knowledgeable when it comes to recent technologies your company has been using, but he struggles with implementing a new technology. A call center consultant team can help you resolve this issue by providing guidance and expertise in completing your essential projects. They can also help your salespeople to sell more, your market staff to generate leads, and your managers to form a team of efficient employees. A call center consultant can even help you in other matters like controlling your operational costs. In any organization, there is ALWAYS room for improvement, which is why hiring a call center consulting agency is important to make sure you are capitalizing on all opportunities.
Opening Brand-New Opportunities
The new opportunities in the call center industry sometimes appear unexpectedly, and you cannot ignore them. Perhaps you have a client who took another venture, and she entrusted that niche to your company, too. The client will expect your people to handle the interactions in the same way as your employees do for her core business.
Like say you already have the staff and infrastructure, but you do not have the expertise required to manage the new customers effectively. Your client will always expect that you know what you are doing. Of course, you can handle this yourself and hope it will not affect your profit and reputation, but hiring a consultant is the best solution. A consultant can help you become more scalable and flexible so that you are able to effectively and efficiently grow along with your new opportunities.
Changing Your Company’s Direction
Your contact center is perhaps able to work at peak level but faces challenges in accepting new opportunities. You need someone’s help so your company can diversify into these niches. What if your company handles one or two industries only? What if your niche has been moving toward uselessness?
Aside from new niches and opportunities, expanding your company’s operational hours is another typical growth scenario. How can you manage your business if you are not there? How can you help your supervisors and managers grow so they can work effectively outside of the usual business hours?
Another thing in which issues may arise is when your business started to open offices in different locations. It is often a problem for most contact centers these days. But with a contact center consultant, you can move into such areas effectively and instantly.
Solving Issues That Can Hold You Back
At times, you know your contact center has a problem in a specific area, and you try to solve it. The problem may be scheduling your agents, securing customer data and information, or expanding your operation. Other typical challenges a call center may face are optimizing existing operations and introducing new technology. But after hiring new employees and spending much time to resolve these issues, you cannot see any progress. Thus, you should consider hiring a call center consultant instead of dealing with these issues on your own. A consultant can provide an unbiased, outsider view that your organization needs. It may help you turn the risks into a potential avenue for growth and further success.
Are you facing any issue or need an objective view on something at your contact center? CH Consulting Group has a successful track record of consulting contact centers on diverse issues from recruitment to workflow, productivity, performance to quality, training and even profitability. We offer comprehensive 360 View Assessment services and can also provide you with a lite version if you are looking for a more focused review. Contact me directly by clicking here or give me a call at 218-286-4006 and we can work on taking the best step forward.