PARTNERS

          
DA/CALL CENTER OPTIMIZATION SERVICES

The PELORUS Group, through its partnering with ISC, Inc, provides a full array of DA/call center optimization services, including:

• DA Auditing Services – We provide comprehensive audits of existing DA services, evaluating accuracy and efficiency in a statistically valid process that ensures actionable results.  We will sample DA traffic patterns that parallel existing ratios of business, residence, government, etc., from a mix of localities you request to verify your database accuracy, and help you identify operator/agent call-handling procedures and techniques required to improve overall performance objectives. 

We provide DA/OS organizations with accurate and verifiable data, and follow-up that insight with recommendations for moving forward.  We can help you respond to the nuances of the shifting DA/OS business model in a timely, concrete and profitable manner.

• Operations Reviews – We’ll develop a structured review of your contact center that provides a comprehensive overview of your total operations. You’ll get an objective, lucid analysis of your workforce management, contact protocols, training, system configuration, and data systems. You'll get constructive, results-oriented recommendations, and we'll work with you to develop a strategy to identify and achieve your goals in contact center planning, implementation, and operations.
  
  
• Network and Systems Consulting Services – Our expert staff will help you sift through the various platform options, from the dominant suppliers to the lesser-known solutions providers, guiding you though the intricate process of marrying your needs and budget with best possible alternative.  We will work closely with your organization to define your objectives and requirements, develop RFQs, identify appropriate vendors and resources, and manage the implementation process.  Our professionals understand DA/OS environments.  Because we know the issues and the challenges, we can help you develop effective solutions for your technology and networking needs.
  
  
• Training Services – From enhancing the capabilities of existing CSA personnel to the training of initial hires, we can provide the expertise to bring your call center staff to the performance levels you demand.  Options include everything from on-site training to e-training.  Call us for more details on how we can help fine-tune your peoples’ performance and positively impact your cost management, competitive positioning and revenue generation efforts.
• Agent training
• Supervisory training
• Manager training

For more information regarding The PELORUS Group’s DA/call center optimization services, contact Greggory S. Blundell at (908) 707-1121 or gblundell@pelorus-group.com.