Contact Center Consulting by Relativity LLC

Just as our overall business strategy is shaped by a unique perspective on how business and technology knowledge, process management, and organizational development skills can merge to create high performance organizations, Relativity LLC's contact center consulting services are driven by a unique perspective on how:

considerations are at the very heart of a successful contact center.

We focus on your making the best use of people, facilities, processes, management and technology. First and foremost, we know all the facets that make the contact center an engine for better customer relationships and business growth. In brief, these include:

1. Proper phone switch, ACD and technology infrastructure
2. Proper software for campaign/inbound call management
3. Proper campaign development (scripting) for outbound
4. Proper contact center - especially people - management
5. Proper motivation and personnel team building programs
6. Proper furniture and environment for your people
7. Proper workflow definition

Relativity along with our Partners has excellent and successful consulting experience in addressing each of these areas. Below are two examples of consulting work we've done - and the business results we have achieved:

Call center consulting for a large NY-based Telecommunications Company - Inbound

Assignment involving 45 contact centers spread throughout New England - approximately 10,000 workstations. We optimized the call routing and customer contact initiation using VRU programming handling the initial point of contact with the customer. We were able to determine who they were and what they wanted to do. So determined, the call was forwarded to the proper destination to handle the request (could be a live customer support rep, or an automated inquiry system to retrieve account info). On call forward, the customer's information was presented to the customer support rep as the phone was ringing.

Benefits and Results:

• No "ring/no answers" - 100% calls answered within first 3 rings
• Reduced misdirected calls so customers were connected with the proper destination 90% of the time.
• Reduced contact time of average customer call by 45 seconds - every second this system saved on average was the equivalent of $100,000 per year of savings, for a total savings of approximately $4.5 million per year.
• This resulted in the "customer service rating" for a publicly regulated company going from a 73 to an 86 - an improvement that was estimated to have resulted in a reduction of public service commission fines of $10 million a year.

Outbound contact center consulting for Home Mortgage Center

Designed contact center - upgraded existing phone switch to handle call center needs - added outbound dialers (managed outbound campaigns and placed calls) and custom applications - integrated switch and dialer to rep workstations, coordinating telephone calls with customer information - designed the entire campaign, including scripts to exist on the workstation so the rep would be prompted with appropriate call script elements during customer contact - workflow forwarding to next task/person in workflow. Script prompting engine was a programming environment based on the Eshare product line. Built list management on SQL Server which included importing and building lists to control dialer operations .

• The contact center cost approximately 1 million dollars to develop and had a payback of additional profits to the firm in a 3 month period.

The bottom line is that call center consulting solutions from Relativity LLC, implemented in conjunction with our partners, are complete solutions that incorporate optimized contact center technology, proper contact center software, excellent scripting, workflow, contact center physical environment, and people and process management.

Relativity can also assist you in marketing your call center services with a turnkey marketing solution that leverages Nurture Marketing.

Visit our expert Partner: 4results Workplace Solutions to learn how their Call Center Excellence program will help you get the most from your contact center personnel.

Please contact us today.  I promise we'll speak to you in simple English and tell you exactly what an experienced contact center consultant can do to dramatically improve the efficiency and profitability of your call center business.