SWBC’s Contact Center Consulting Services was dynamically designed for financial institutions that operate internal contact centers and would like to optimize their practices. Our experienced consultants can review your current operating practices, assess your contact center needs, and suggest the latest techniques or applications to enhance your call center workflow.
Unlike others who base their consulting strategy on mere theory, SWBC’s call center processes and techniques have been developed and refined in our own state-of-the-art contact center. Because we have been providing customer service support for more than 30 years, we know what works and what doesn’t. We strive to increase efficiency in your contact center, while leveraging the resources available to you.
- Staff modeling: Source Solutions to schedule and optimize resources
- Service Level Metrics: Decrease your abandon rate while minimizing your ASA (average speed of answer)
- Needs Assessments: Have experienced contact center consultant review your current operating practices
- Workforce Management Optimization: Streamline contact center processes to increase volume of calls answered
Over approximately four weeks, we’ll place a consultant within your contact center environment to complete a three-phase process to better understand your organization’s workflow and practices. The complete consulting commitment consists of two mandatory phases and a third optional phase.
Phase One: Discovery
This phase includes monitoring and assessing existing processes such as inbound and outbound workflows and call routing schemas.
Phase Two: Documentation and Leadership Brief
This phase incorporates an educational component to better understand the overall goals and plan for implementation.
Phase Three: Implementation (Optional)
Phase three, determined if necessary by the organization, works with your leadership team to facilitate implementation of SWBC’s recommended strategies and enhancements.
Explore how SWBC’s Contact Center Consulting assisted Generations Federal Credit Union in reaching pre-established service level metrics.