Services
KPI Group Services...
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 Group’s Consulting Services…
- 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
Consulting around "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.
Other KPI Group 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
