Project Management
There are many moving parts to any successful customer engagement. Whether you need us to manage and coordinate the entire customer interaction strategy or want us to focus on key components of the project, we manage program details meticulously. We are adept at coordinating multi-faceted campaigns that include inbound, outbound, sales, CRM, customer service, web integration, DRTV advertising, social media, direct mail and much more. Whatever type of program you are implementing, eStrategy3 has the expertise to deliver hands on expertise in the following areas to help you optimize the outcome of each customer engagement. Learn more under Project Management.
Quality Assurance & Monitoring
Monitoring calls and
interactions is unquestionably a critical component to success. Effective
quality monitoring is more than simply listening to calls to ensure compliance
with the program parameters. If your call monitoring program doesn’t impact
performance, you’re not getting your money’s worth.
We offer monitoring
and auditing support as well as customized scorecard development services to
ensure that you are measuring and driving the desired performance in your
contact centers. Whether we audit using
your existing scorecard or create one for you from scratch, the resulting
output provides great flexibility to analyze results by any criterion or
combination thereof (e.g., by individual representative, shift, supervisor,
trainer, call center, project, etc.).
Training & Staff Development
It’s not a cliché; a
call center’s human resources are unquestionably its most valuable asset. The
time and energy invested in properly training and developing a call center
staff – whether agents are providing continuous or project based call support -
will be returned exponentially in the form of revenues and customer
satisfaction.
eStrategy3 will work
with your organization and any call center partners you have to ensure
that training is effective, tested and
ongoing to provide you with the best representation possible.
Whether you require training curriculum development,
actual on-site training, or both - we are there for you.
Workforce Management
In addition to the
technological functionality needed to support customer interaction, workforce
management is also a critical area of technology within a contact center.
Strategic call center workforce management optimizes staffing levels and agent
performance (and satisfaction) as well as minimizing costs while increasing
customer satisfaction levels.
Scripting
The script provides
the tools and information necessary for the representative to be successful.
Whether the application calls for strict script adherence or conversational use
of a calling guide, eStrategy3 will provide scripting insight and suggestions.
Technology Assessment
eStrategy3 will
assist you in your technology needs assessment and planning process to achieve
an efficient, cost-effective technology solution that streamlines your internal
processes and enhances your customers’ interaction with you.
Regulatory Support
For any
organization – large or small - compliance with ever-increasing regulations is
a significant concern. Non-compliance can mean costly fines and unhappy
prospects. eStrategy3 has access to the best available compliance resources in
the call center industry.
