Call Center Start-ups
Don’t know where to start with opening your new center. Let us help you avoid making costly and time
consuming mistakes associated with new center start-ups. The areas we can help include:
Work-At-Home Agents
Are you looking for ways to increase the quantity and qualified of job applicants, improve agent retention,
provide new incentives to your existing agents and improve your service levels, all without any additional
overhead? Work-at-home agents may be the answer. A remote agent program has numerous benefits for
both the agent and the company, but not without its unique challenges that traditional brick and mortar
centers may not have encountered.
Last Call TeleServices has deployed and managed
remote work forces for over two decades and can
guide you through this process by helping with:
Don’t know where to start with opening your new center. Let us help you avoid making costly and time
consuming mistakes associated with new center start-ups. The areas we can help include:
- Strategic planning
- Site selection
- Facility design
- Technology selection and implementation
- Organization design
- Workforce management planning, recruiting, hiring
- Training development and delivery
- Quality Assurance and monitoring processes
- Standard Operating Procedures
Work-At-Home Agents
Are you looking for ways to increase the quantity and qualified of job applicants, improve agent retention,
provide new incentives to your existing agents and improve your service levels, all without any additional
overhead? Work-at-home agents may be the answer. A remote agent program has numerous benefits for
both the agent and the company, but not without its unique challenges that traditional brick and mortar
centers may not have encountered.
Last Call TeleServices has deployed and managed
remote work forces for over two decades and can
guide you through this process by helping with:
- Supporting technology implementation
- Employee classifications
- Recruiting and hiring strategies
- Compensation programs
- Training, webinars and blogs
- Quality assurance
- Coaching and agent development
Do you need to start a new customer service or telesales department, add work-at-home agents or improve
your centers current performance?
Last Call TeleServices has successfully helped start new call centers, audit existing centers for quality and
productivity improvements, manage remote workers and improve service and sales effectiveness to
maximize retention and revenue from each customer contact
Call Center Audits
How does your call center compare against and others? Our audits review the people, processes and
technology of your center compared to industry best practices. The areas we audit include:
with prioritized recommendations for improvement. The benefits from our audit suggestions typically include:
Inbound
your centers current performance?
Last Call TeleServices has successfully helped start new call centers, audit existing centers for quality and
productivity improvements, manage remote workers and improve service and sales effectiveness to
maximize retention and revenue from each customer contact
Call Center Audits
How does your call center compare against and others? Our audits review the people, processes and
technology of your center compared to industry best practices. The areas we audit include:
- People: Recruiting and hiring practices, foundational training, coaching and agent development,
supervisor training, compensation, career path programs. - Process: Quality Assurance, sales and customer services culture, results managements,
inbound/outbound call management. - Technology: Application of existing technology including IVR menus, ACD call routing, WFM software
and CRM tools and reporting. Outbound B2C includes Predictive Dialer adherence to DNC laws and
dialing efficiencies.
with prioritized recommendations for improvement. The benefits from our audit suggestions typically include:
Inbound
- Improved First Call Resolution (FCR)
- Reduced Average Handle Time (AHT)
- Improved Service Levels (SLA)
- Improved call forecasting and workforce scheduling
- Improved technology utilization
- Improved Customer Satisfaction Index scores (CSI)
- Scripting review with alternate approach suggestions
- Calling list sources and processing suggestions
- Enhanced report analytics
- DNC compliance suggestions
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Quality Assurance Improvements
To improve overall center quality, each agent must know exactly what is expected of them on each step of
their call and the behaviors they need to change to drive quality and effectiveness.
The areas we can help improve your center’s quality include:
To improve overall center quality, each agent must know exactly what is expected of them on each step of
their call and the behaviors they need to change to drive quality and effectiveness.
The areas we can help improve your center’s quality include:
- Documenting the call handling expectations in key areas that include: greeting, call control skills,
communication skills, customer service skills, telephone selling skills, product knowledge and
desktop application navigation. - Developing call monitoring forms, analytics and procedures.
- Developing supporting documents and processes to prepare for and deliver an effective agent
coaching session. - Defining the roles and responsibilities between the back office QA team who catch the agents doing
something wrong, and the team leaders who catch the agents doing something right.
