|
“Tim Montgomery's
engagement with our contact center provided us with
a great return on our investment. He thoroughly
reviewed our operation and provided insightful
feedback that we could act on immediately. Tim was
professional, respectful of our limited resources
and highly effective. I would recommend his
services to any contact center team regardless of
their current capabilities--he will help you take
your contact center to the next level.”
Carol Trimmer, Vice
President Customer Service Operations, Prime
Therapeutics |
|
|
|
|
“Tim’s wealth of
knowledge and expertise in call centers contributed
in taking us to the next level. Tim assisted us in
recognizing the value of service level and by having
the right people in the right place doing the right
things at the right time. And, by grasping the
magnitude of these correct metrics we have seen a
drastic increase in the level of our customer
service.”
Shelley Lampard,
Vice President Operations, Gilsbar |
|
|
| |
“He comes highly recommended. He hit
the ground running and imbedded himself into our
organization nicely. He was able to get at a lot of
issues that we didn’t know about and others that have
been out there for a while that weren’t being addressed
for one reason or another. He really knows his business
and has been a tremendous help to our organization as we
work to implement our workforce management system – not
to mention all aspects of our operations and supporting
business units that he has provided perspective on.”
Bob Page, HRC Manager, Dept of Veterans Affairs |
|
|
|
|
When buying consulting services, you expect quality and value — and our consultants and partners have a proven track record of delivering both. Because no two contact centers are exactly the same, all of our engagements begin with a conversation to ensure that every consulting package is customized to your company’s and contact center’s specific needs.
When you engage The Service Level Group, you’ll get:
- An opportunity to work with industry experts who have a history of providing value to some of the most recognized companies in the world.
- Knowledge transfer — we believe in providing you with the tools and information you need for continued success after the engagement ends.
- A quick return on your investment — our expertise allows us to provide you with solutions that can be quickly implemented across the organization.
- Partnership. Our service doesn’t end with the presentation — we believe in remaining close to all of our partner companies, and provide ongoing recommendations and support.
We focus on the things that impact your customer’s experience:
- Workforce Management Optimization
- Contact Center Needs Assessment
- Executive Coaching for New Leaders
- Long-term Customer Service Strategy
- Quality Monitoring Programs and Solutions
- IVR Solutions and Improvements
- Training and Development Programs
- Service Level Solutions
- Temporary Executive Placements
- Technology Assessments — ACD, PBX, IVR, WFM, QM
- Web-based Customer Service
- Strategic Capacity Planning
- Outsource Partner Selections
We offer flexible and unique approaches to buying consulting services:
Retained Consulting — A great way to lock in value and take full advantage of all the solutions recommended in an initial assessment. Organizational change doesn’t happen overnight, and trying to improve too many processes at once can prove disastrous. Under a retained consulting arrangement, solutions are implemented at your own pace and at the exact timing of your needs — and you’ll have direct access to an expert with a clear understanding of your company’s challenges throughout.
Project Focused — Many times, contact centers already have a clear idea of what they need — help with capacity constraints, technology evaluations, executive coaching, temporary leadership replacement, project management oversight, etc. We develop specific, targeted engagements customized to your company’s requirements and expectations.
General Assessments — Every contact center can benefit from an occasional “check-up.” Our approach is simple — we spend time with leaders from every area of the organization, and really get to know the front line. Using targeted assessment tools, we’re able to quickly identify opportunities to help companies connect better with their agents, identify potential future roadblocks, and improve customer satisfaction.
Start-up Assistance — Often, contact centers don’t realize when they’ve evolved into a contact center. Companies begin to realize the efficiencies gained by pooling recourses in a central location — and then, suddenly, they have a contact center. Our experts can help your company avoid the most common growing pains, and provide solutions to build a solid foundation for the future.
|
|
