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Call Center Consulting

Call Center Consulting

Outsource Consultants is an advisory firm with 25+ years of call center industry experience. The independent call center advisors at Outsource Consultants focus on meeting the individual challenges of our clients’ contact centers – both large and small. We provide objective perspectives based on our deep experience with operations, technology, marketing, processes, training, quality, outsourcing, and premise and cloud technologies.

No matter the client we’re working for – whether for a Fortune 500 or a small business – they rely on our call center consulting approaches to drive results and reduce costs. By leveraging our decades of experience and proven methodologies, we bring value to any project with our depth and breadth of call center expertise.

Our Approach

Client discovery is a critical component of the process for us. We require a true and complete understanding of the specifics regarding your key requirements that we will be assisting with.

We are 25 year call center industry experts that take the time to do it right the first time to deliver high ROI and results. We do not just give you a plan and walk away; we stay with you through execution and are accountable for the results.

We are focused on final results and return on investment. We take pride in having measurable results associated with our work.

Our competitiveness and effectiveness are derived from a strict process and documentation adherence – we create a plan, defined steps and overall budget that support what we all agreed to.

Call Center Consulting Services

Here are just some of the services we can provide for your organization:

Outsourcing Strategy Consulting

  • Vendor Criteria and Selection
  • Technology and Omnichannel Solutions
  • Request For Proposal (RFP) Development
  • Sales and Marketing
  • Business Development
  • Multi-site Strategy and Management

BPO Vendor Management Consulting

  • KPI Goals and Attainment
  • Workforce Management and Staffing
  • Performance Assessment
  • Floor and Facility Management
  • New BPO Account Management and Onboarding

Operations & Contact Center Technology Consulting

  • Technology Recommendations
  • Vendor Selection
  • Premise to Cloud Migration
  • Compliance
  • New Technology Implementation
  • Operations SWOT Analysis

Training

  • Training Delivery Methods
  • Agent Curriculum Training
  • Supervisor Curriculum Training
  • System Training Interface
  • Curriculum Enhancement and Development

Quality Assessment

  • QA Scorecard Design
  • Ongoing Calibration Procedures
  • Gamification/Rewards Systems

Recruiting & Executive Search

Recruiting for key personnel for clients and BPO partners, including:

  • Operations Executives
  • Sales Executives
  • Marketing Executives
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