The 3 major stakeholders in the Call Center equation – the Customer, the Operator and the Corporation each have their own goal and success driver:

• Customers require an accurate outcome provided by an operator who is a professional communicator and serves as the customers’ advocate;
• Operators require synchronized tools that contribute to good performance and quality of work life, and;
• The Corporation requires that a profit can be made on the services being provided.

PGL Optimization furthers each of these goals by creating a well-oiled machine of training, systems and processes where engaged operators perform their jobs with a customer orientation, using tools and practices that streamline call handling.

PGL’s Optimization programs can be as broad or as narrow as the client wishes:

• We can look at hiring, testing, post-training performance, performance management, compensation, churn analysis and solutions.

• We can teach operators how to “Communicate with C.L.A.S.S.^SM” or teach supervisors how to “Manage by Statistics”.

• We can balance the critical 3-legged stool of Operator/Agent practices & performance, database consistency and system options, making sure each one is synchronized with the others and fully optimized for maximum results and efficiency.

• We can review training practices and identify gaps in the areas of technical, call-handling and customer care methods.

• We can evaluate keying strategies to determine their effectiveness, operator adherence and their influence on productivity.

• We can measure and analyze how newly deployed practices and technical systems influence quality and customer satisfaction.

• We can assist the client to streamline their quality programs so that the elements that are important to customers are what are being measured in the internal quality program. Doing so allows the client to correlate Customer Fulfillment^SM and Care with Customer Satisfaction.

PGL has performed these services for many clients and can provide references that back up “success stories” where work times have plummeted and call quality sky-rocketed.

Over the years, we have created a broad range of strategic programs for leading telecommunications companies worldwide to enable them to achieve success in their call center operations. We can do the same for you!

	DA/OS Strategy Development - We can help you: Determine whether to outsource or self-provision service. Determine the feasibility of entering new retail/wholesale markets or offering new services. Develop operating strategies required to compete in different customer markets. Implement automation and measure its performance and impact on customers. Let us help you to position your DA/OS product in the marketplace for maximum effectiveness and customer awareness.
	DA OS Evaluations - We can help you find the best service provider, data source, and/or system for your specific requirements.
	Customer and Competitive Market Research - Focus on your customers' needs and wants. Never assume that you know or understand your customers. Talk to them. Study them. Learn from them. We can help you to develop DA/OS marketing strategies based upon the needs of your customer markets and the strengths and weaknesses of your competitors. Let us conduct your marketing surveys and manage your focus groups!
	DA/OS Startup Assistance - Getting into the DA/OS business? We can provide start-up assistance in the area of technology and data assessment, training development, operator recruitment/testing/hiring, and more. Or, if you're still deciding, we can facilitate your efforts through the development of business plans including market/opportunity analysis, volume projections, cash flows and capital expenditures.
	Operational Effectiveness - We can provide recommendations for improvements in hiring practices, supervisor training, performance management (including managing by statistics), recruiting and testing, compensation and incentive structures, and other aspects of DA/OS/call center operations.