CONSULTING ASSESSMENT

SERVICES

"Uncovering the root cause of the issues our clients are facing is the key objective of our assessment methodology."

Consulting Services METHODOLOGY

The consulting process includes: listening, gathering of business requirements, process review and side by side observations to gain the necessary insight to provide a creditable assessment of the customer service delivery operation

Our Consulting PROCESS

The process includes: listening, gathering of business requirements, process review and side by side observations to gain the necessary insight to provide a creditable assessment of the customer service delivery operation… 

Assessment  COMPONENTS

Customer Service Delivery Expert Interviews

  • Management staff (Site Directors, Supervisors, etc…)

  • Support groups ( QA, Training, KM, WFM, Command Center, etc…)

 

Process, Technology, and Operations Assessment

  • Look for differences between service delivery and strategic goals

  • Review and validate SOPs

 

Data and Reporting Analysis

  • Assess current and historic management reporting

  • Metrics management review (KPIs, goals, incentives, etc..)

  • Visibility, timeliness, accuracy  

 

Observations

  • Support operations  

  • Side-by-side with agents

Assessment GOALS

Benchmark current capabilities with industry standards

  • Validate operational objectives 

Understand / verify unique client needs

Identify opportunities to attain optimal performance levels

Develop examples that depict specific opportunities

Identify potential annual savings

Provide recommendations to increase revenue

Focus on customer experience / satisfaction 

Note: Goals can be customized to meet Client’s specific requirements

SAVE MONEY, CUT WASTE, DRIVE EFFICIENCY &

IMPROVE CUSTOMER EXPERIENCE

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OpsTel Services is a 100% operations focused SaaS & on premise software company that provides contact center operations solutions designed specifically for contact center operations experts. Genesys Verizon Avaya PPT Solutions Eventus Nice InContact Cisco CX19 CX20 Contact Center Operations Solutions Call Center Solutions  After decades of leadership experience directing contact centers across multiple Fortune 1000 enterprises, we understand how to handle the constant demands and dynamic challenges that are required to operate at peak performance.  With that in mind, we focus on solving business problems, generating greater efficiencies and savings, while reducing risk and ensuring compliance in today's ever changing environments. Let us help you achieve maximum results out of your contact center operations environment by leveraging the latest technology in advanced automation and agent configuration orchestration.

OpsTel Services is revolutionizing the way companies control costs associated with software asset management, profile identity provisioning, and proactive skills management. With thought leadership and innovation, we have created a solution suite that seamlessly integrates into the administrative functions of the point solutions that enable the contact center. We enhance the operations staff's ability to quickly react to the dynamic challenges of running a large scale contact center operation.  OpsTel Services has created various tools that seamlessly integrate into the existing applications running contact center enterprises. Our industry leading automation technology will save your company time and money. Automated Agent Profile Provisioning & Configuration Management. Automated Agent Skills Configuration Management. Accelerate profile skill configuration management operations with the temporary skills and configuration override capabilities. Diagnostic Compliance & Auditing Solution