We manage program
details meticulously, taking your project from strategic design to tactical
customer contact solution may encompass inbound, outbound, sales, CRM, customer
service, web integration, DRTV advertising, social media, direct mail and much
more. Without the proper strategy, the choices can be overwhelming.
Attending to every
detail during implementation can eliminate time consuming and costly program
changes down the road. eStrategy3 uses rigorous audits, thorough testing
processes, proven forecasting tools and detailed time lines to ensure a smooth
and successful program launch.
Call Center Management
develop a system of checks and balances to enhance the accountability of your
contact center by working with them and overseeing activities on a day-to-day
basis in a spirit of partnership to monitor, manage and enhance your customer
engagements thought a hands-on management approach.
Business Process Reengineering (BPR)
and/or Change Management
supports organization improvements and transitions, recognizing that a client’s
environment, processes and organizational structure must work together
effectively to achieve the organization’s mission. Orchestrating changes
requires a combination of evaluation, strategic planning, performance
measurement, leadership development, analysis of resources and allocation and
transitional process management in order to be effective. eStrategy3 has the
expertise and project management skills to ease the transition from your
company’s existing scenario to a more efficient and profitable functionality.
Contact Center Benchmarking
Whether you are
being compared against internal standards, competing agencies or industry
standards, call center benchmarking is a discovery process that provides information
on how you can improve customer service call center practices. Through internal
and external studies that are an integral part of eStrategy3’s contact center
consultant strategy, a company can achieve several benefits:
- Reveal the strengths and weaknesses of significant
operations, technologies and activities.
- Generate understanding of business threats and
competitive positioning. Better prepare the company as a whole to meet
- Identify ways and opportunities to create new products
and services while eliminating unnecessary processes.