About
KPI Group; Mission Statement...
KPI Group will help gain a competitive advantage by implementing strategies, based on REAL WORLD experiences and is your partner in solving your challenges. We support internal call centers and outsourcing partners to establish best practices around compliance, technology enhancements and improve productivity and other vital call center metrics.
About...
KPI Group provides outsource partner selection, RFP development and management, technology selection & contract negotiation, call center auditing, best practices & sales process flow analysis, sales and service performance enhancement (KPI’s), and federal, state and insurance compliance management.
KPI will support your…
- Analyzation and development of new business strategies
- Customer service and sales technology / re-engineering of your call center
- Technology selection & contract negotiation / Call Center Site Selection
- Focus on “staying compliant” on all federal and state call center rulings
- Call center auditing / technology & legislative compliance
- Federal, state and insurance compliance management
- Outsource partner selection & RFP development and management
- Best practices & sales process flow analysis / business development
- Sales and service performance enhancement / Project & Campaign Management
- Industry network expert / industry association boards / Lead Generation
- Quality Monitoring: Third Party, Visual, Reporting, Performance, Outsourcer
Focused "KPI's"... (Key Performance Indicators)
- Number of Reps / Number of Seats / etc. “Right Sizing” the Call Center
- Hold Time / Average Speed to Answer (ASA) / Calls per minute or month
- Quality scores & supporting technology products, ie: recording, etc.
- ROI / Off-Shore Solutions / acquisition costs, etc.
Review & Audits / KPI Support…
- Call Center Compliance Reviews, ie: technology, training, forms & documents
- Call Center Legislation Overview, ie: state registration, forms, etc.
- Call Center Technology Reviews, ie: ACD, PBX, CTI, CRM, Help Desk, Web
- Call Center Audits / Security Audits, ie: Data, Key Card Entry, etc.
- Call Center Outsourcing / Domestic, Near & Off-Shore Support / Hispanic
