The Contact Center
and CRM Experts
Why DCS?
Since 1990, DCS has assisted dozens of companies with their contact center operations, inside sales, customer care and direct response marketing projects. DCS brings the talent, experience and resources required for success. The DCS consulting team is comprised of true subject matter experts, each one with executive experience and no less than ten years tenure.
From strategic planning to vendor selection; from contact center design to telemarketing campaign development; from operations audits to customized training, the DCS team can design, implement and manage your project and maximize your results.
Darlene Geller-Stoff
Founder & President, DCS
President, SOCAP Georgia
Past President, ATA Southeast Chapter
Member CCNG
Member CRMA
Contact us today to find out how Direct Communication Specialists can help your organization maximize operational performance, reduce cost and delight your customers.
Contact Center Check-Up
The DCS Contact Center Check Up is a complete and objective audit of your contact center operation and will be customized to meet the specific needs of your business.
The DCS Contact Center Check-Up provides you with a report card on your operation and will benchmark your organization against other similar ones nationwide. An annual operations review will ensure that your contact center is running at optimum performance levels and delivering the quality of service your customers deserve. The DCS Contact Center Check Up will also review the overall center organization to evaluate employee retention levels, career opportunities, training and compensation. A typical Contact Center Check Up will include a review of the following:
Discovery and Due Diligence
- The organizational structure within and supporting the contact center
- The current strategy driving the direction and goals of the center
- The physical site and ergonomics of the contact center
- All media, campaigns, programs and marketing activities supporting the contact center
- Current recruiting and hiring practices
- All pertinent job descriptions, including salary and benefits
- All current motivational and incentive programs
- Current training programs and methodologies
- All current quality assurance programs
- All center operational processes and work flows
- All technology supporting the center
- All qualitative and quantitative reports and statistics for 12 months
The DCS Methodology
- A variety of materials and reports will be requested before the on-site review begins. These materials and reports may include organizational charts, marketing materials, ACD and other productivity reports, job descriptions, details on center campaigns, copies of scripts and call observation forms.
- Once the advance review work has been completed, a plan will be developed for the on-site work that will be conducted. While on site, the team will meet with key company executives, managers and supervisors and will conduct roundtable discussion groups with agents and center management.
- The DCS team will also sit with a number of agents to review live calls. Many DCS clients request that a review of all agents be included in the Check Up. The DCS team may also review recorded calls when available.
Deliverables
A document completely detailing the present state of the center is created. This document will note any best practices currently in place and will include comparisons and benchmarking when applicable. Areas requiring improvements or opportunities for “Quick Wins” will be highlighted and a complete set of requirements and recommendations will be provided.