The Paisley Group Optimization programs offer consultation and programs designed to create the most efficient customer experience, increase agent effectiveness, and improve customer satisfaction.  We address the unique challenges of your organization and create a program or solution to address those challenges.  The call center contact may be the only direct contact your customer has with your company.

Call Center Stakeholders

The Paisley Group programs focus on stakeholder and their objectives.

• Customers require an advocate to produce results professionally
• Agents require tools that contribute to good performance and quality of work life
• Corporations require profitable service

Call Center Optimization Programs

The Paisley Group's Optimization programs are designed for your needs:

• Human Resource Support - hiring, testing, post-training performance, performance management, compensation, and churn analysis
• Training and Analysis - Agent training, 'Communicate with C.L.A.S.S.^SM' and  Supervisory training, 'Manage by Statistics'
• Optimization Solutions -  balance and synchronize Operator/Agent practices & performance, Database consistency,  and System options
• Practice and Procedure Analysis - identify gaps in technical, call-handling, and customer care methods.
• Strategic and Tactical Evaluation -  determine strategy for effectiveness, operator adherence and their influence on productivity of new or existing processes
• Quality Program Creation - design and implement complete or partial programs establishing benchmarks, measurement, and analysis criteria