| We have organized our solution discussions under four main areas. While these are the areas that we have offered solutions in the past, our experts are versatile and can analyze and solve for any Call Center and Sales Center related business challenge. So please do not hesitate to contact us if you do not find the solution that you are looking for. |
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| Call Volume Forecasting |
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Our expertise in call volume forecasting is robust and it grew out of our general expertise in Supply and Demand forecasting. Call volume forecasting can be done at multiple levels, strategic, operational and tactical. At all levels, the impact of a forecast on both revenues and cost of operations is tremendous. Our experts can help provide you with quality forecasts that are the best pick forecasts that are obtained from a variety of models that include time series, casual regression and judgmental forecasts. |
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Call Center
Resource Planning |
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Our experts have solved for numerous challenges related to Call Center Resource planning and scheduling. It is particularly important in seasonal businesses and call centers with a high turnover rate to have a clear resource and scheduling plan to ensure that the right number of associates is being hired to be trained and initiated along with the right blend of experience in manning the phones for any given shift. Our planning and scheduling experts can model an optimal plan that takes into account your unique objectives and constraints. |
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Multi-Channel
Cross Sell and
Up Sell |
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This is the most challenging aspect of any Sales Center and/or Call Center. In this day and age where channels of distribution are fragmented, there is a great need for every brand and product to reach its consumer through every available channel or even use multiple channels in a synchronized manner to deliver not only the product but also the entire experience around the purchase and consumption of the product. To this end, it is no longer easy to intelligently accomplish this through back of the napkin planning and decision support. Predictive Analytics provides a great set of tools that we are well versed with in using to recommend coordinated strategies to achieve sales success. |
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Performance
Planning / Service Level Optimization |
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Call Centers in our experience often do not pay enough attention to the trade-offs that exist between the level of service provided to the resources required to provide that level of service and/or the dollars and cents it costs to provide that service. Furthermore, they also do not measure adequately or have the right metrics in place to incent the desired performance levels. To this end, our team has done many analyses to understand the trade-offs and translate them into meaningful strategies and policies that save the organization money while raising the levels of performance. |
