Call Center Consulting
PBX-In-A-Box specializes in the following key customer contact center consulting areas:
Strategic directional analysis and reviews of performance for multi-channel and traditional customer contact centers.
Our expertise includes developing the strategic and tactical roadmaps for performance improvement with suggested timelines, resources, and milestones to optimize people, process, and technology.
Alignment of call center processes with corporate goals, resulting in improved customer retention, staff optimization, and cost efficiencies. Our expertise includes the design, development, and implementation of Technology Structure, Call Routing, Desktop Systems, QA Systems, CTI, Training, and Disaster Recovery Policy.
Vendor-neutral technology assessment and selection. Our expertise includes developing the business and functionality requirements, the business case, and ROI.s as well as vendor-neutral short-lists, RFP.s and criteria for evaluation and selection for traditional and multi-media contact center technology and CRM applications. Home Agent, work at home programs. Our expetise includes technology considerations, Technology requirements, ROI's. We work with you on migration strategy, planning, phased approach implementation, security, as well as QA and communications with local teams.
Disaster requirements planning, testing, implementation. Our expertise includes documenting the customer contact disaster recovery processes, functionality, and requirements as well developing backup plans that protect your company's success due to call center failures, bad weather, switch outages and lost carrier failures.
CRM business requirements and selection. Our expertise includes documenting the customer contact and backend fulfillment processes, functionality, and requirements as well developing ROI.s, RFP.s, vendor-neutral short lists and criteria for evaluation and selection.
Contact center consolidation for multi-site and branch operation optimization. Our expertise includes developing "in-center", "out-sourced" or "off-shore" business requirements, the business case, ROI.s, and potential scenarios as well as the migration strategy, planning, implementation, testing, and roll-out for both physical and virtual customer contact consolidation.
Technology Design
An Intelligent Way To Select And Implement Technology
Technology plays an extremely important role in a highly functional call center. Understanding technology's role, the options available and the best methods of implementation are keys to success.
PBX-In-A-Box understands call center/ contact center technologies and has developed proven methods for effectively defining client requirements and selecting the right systems, software and vendors.
Our technology design services address the following system and software applications:
ACD Systems
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Voice over IP
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Interactive Voice Response
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Computer-Telephone Integration
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Voice/Data Monitoring and Recording Systems
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Workforce Management
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Multi-site Networking
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Digital recording systems
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Desktop call center applications
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Call center/Internet integration
Other technology consulting services include:
Requirements definition
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Cost justification
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Specifications/RFP development
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Vendor analysis and selection
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System acceptance
Key Benefits
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Improved operational efficiency
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More precise technology solutions
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Reduced capital investment
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Shorter implementation timeframes
Finding the Right Outsourcer
Considering The Outsourcing Option?
Outsourcing is an option that many organizations consider as a means of controlling costs and, in some cases, improving service levels and customer satisfaction. However, many organizations are not comfortable with this option and may not understand its benefits completely.
PBX-In-A-Box recognizes that outsourcing is not for everyone. That's why we've developed a consulting program that examines existing in-house call center environments to determine if outsourcing is applicable in any form.
Our outsourcing analysis considers many potential options including:
Full outsourcing
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Selective transactions
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Peak/seasonal traffic
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Outbound campaigns
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Web-based support
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Night/Evening Shifts
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Offshore Outsourcing
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Blended solutions
Key Benefits:
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Experienced, objective analysis
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Reduction in resource requirements
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Cost savings
Quality implementation Services Provided:
Requirements definition
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Specifications/RFP development
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Vendor selection
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Contract negotiation
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Project management
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Quality review
In a traditional outbound call center, your staff spend a lot of the time effectively doing nothing useful, either listening to answer machines or dialling busy numbers. This is the way of the past.
Imagine this scenario: you have a call center of staff who need to call clients. One by one they go through the numbers, listening to answer machines, dialing busy and disconnected numbers etc.
Now imagine a new scenario: instead of the above, the agents come into work, the call center manager presses start on a campaign, and SmoothTorque takes care of all of the dialing. Agents never need to press another button on their phone, they never speak to answer machines, disconnected numbers or busy numbers. Instead of spending most of their time trying to get in contact with clients, they spend most of their time working with clients.
Another scenario: you have 500 people that you need to call to tell them that they have a library book overdue. You could go through the same thing of dialing them all one by one, or you could do it all automatically, play the client a recorded message (including after the beep on an answering machine), and you can move your call center staff to another job. Simple, efficient, cost effective.
First off, SmoothTorque uses incredibly advanced algorithms to predict what is going to happen in the future. Other systems just look at past data (if at all) and use this to say what will happen in the future.
SmoothTorque uses a large collection of algorithms (some based on fuzzy logic concepts and some entirely new) which mean that SmoothTorque is able to adapt to changing situations very rapidly.
Let's take an example - say you're calling people and it's the day of a major sporting event. No predictive engine is going to know that this is going to happen. So what happens is that the response rate to your campaigns suddenly drops off. SmoothTorque can quickly react to this and change it's dialling patterns immediately. Great, so your staff stay busy.
So, what happens at half time or at the end of the game? All of a sudden your response rate improves significantly - again SmoothTorque will recognize the change and update immediately.
SmoothTorque is also able to counter effects of rapid movements by preventing oscillation. In any system that reacts quickly to changes there is the potential for this. SmoothTorque however avoids it by introducing a concept of elasticity - this creates a situation where it is able to react to a potentially oscillatory situation by smoothing out the response.
Another area where SmoothTorque's algorithms really come into their own is when increases in speed aren't proving to be beneficial - SmoothTorque includes a built in "boost" system which will allow campaigns to have their rate temporarily increased in order to both maintain a good level of busy staff, and recover from a rapid disconnection of calls.
One other cool thing that SmoothTorque does is manage multiple campaigns using the same trunk when you have a situation where you really need more calls per second or channels than are provided. SmoothTorque distributes the available resources amongst campaigns in such a way that everyone will be able to continue to run, but with less capacity than they normally would have.
