We’ve all been there: as soon as a service is in operation, someone demands that it be done better, faster, and for less dollars. 3CT is frequently hired to evaluate particular aspects of call center operations, recommend improvements and implement change. Most engagements begin with a Call Center Audit. Projects may focus on staff (efficiency, adherence), process improvement, cost / benefit analysis per service, and /or technology (telecom, software, Infrastructure).

You might be Asking:

• Are we as efficient as we could be?
• How do we best utilize use of staff for our service mix?
• Have we optimized the software to support call process?