CALL CENTRE CONSULTING
A major Canadian loyalty company was having difficulties streamlining their call centre operations and reward program. They wanted to turn a support call centre into a revenue generating opportunity. First, TMG International Inc. stepped in and performed a comprehensive diagnostic of their efficiency. This was to understand the requirements needed to achieve the overall objective. Next, TMG created a detailed plan to move into a service and sales long term instead of just a service function only. The result: was the identification of over 20 recommendations leading to a 20% potential reduction in costs, and the identification of a long-term revenue growth strategy. TMG uses a call centre model that takes a client from strategy to execution, ensuring linkages top to bottom. Results are based on this model, and achieving them revolves around setting up goals for the mission statement, vision statement, business objectives, key performance drivers, business practices. |
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