Contact Center Consulting
Major Oak Consulting will significantly improve the operating results in your contact center. The expert consultants at Major Oak have on average more than 15 years of contact center experience and more than 20 years of management and/or management consulting experience. During our time in the contact center we have helped hundreds of clients, from 20 seats to more than 4,000 seats, achieve meaningful improvements in quality and service along with substantial cost savings. Our expertise spans customer service to inside sales to customer retention. Major Oak will improve your contact center performance with targeted analysis and root cause problem solving with one of our four primary services:
We tailor our proven methodologies to meet your goals and objectives as efficiently as possible. Our consultants have successfully led more than 75 Process Excellence and Activity-Based Management projects, which have yielded an average first year ROI of at least 200% (2:1). Additionally, our teams of expert advisers and seasoned call center analysts have conducted more than 50 Operational Assessments using our cost-effective 15-point assessment system. With Major Oak you will find:
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Our team has considerable experience effectively using the most widely deployed call center software products in the areas of WFM, Automatic Call Distribution, Quality Assurance, Performance Management, Speech Analytics and CRM
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Our proven approach and analytical tools accelerate project execution and focus on high potential areas
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Many of our call center consultants are Six Sigma green/black belts with significant internal and external consulting experience
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Most project managers are PMI or Prince 2 certified and/or have large consulting firm experience and training
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Our depth of experience allows us to perform the same amount of work with smaller teams, thus resulting in cost savings
With Major Oak Consulting, you get the personalized attention of a boutique firm with the insights, data and expertise of a much larger firm.
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