VIDA Management Consultants

Specializing in Customer Interaction

We work with our clients in a collaborative style, as an extension of their management team.

We bring our clients contact center operational process knowledge, frameworks, and best practices with the management experience from scores of successful projects.

We work directly with the process owners to assess and improve existing processes, and to develop ongoing process improvement.

In a typical engagement we:

• Work with our client to identify the problem
• Agree on the goals, scope, measure of success, approach, joint accountabilities, deliverables, and costs
• Gather information and analyze the situation
• Review alternatives and formulate solutions
• Develop action plans
• Manage or participate in the execution of the plans
• Assess the outcome

We are also able to facilitate specific planning and training workshop sessions such as:

• Supervisor Training
• Improving Agent Performance
• Coaching
• Monitor Calibration
• Action Planning
• "Do Not Call" Compliance

Supplement Your Call Center Management

VIDA can help you with strategic management activities that your center's management team does not have the time or resource to do:

• Improve the alignment of center activities with the business strategy
• Improve interdepartmental communications to resolve customer issues and provide business intelligence to other departments
• Process Management and Process Improvement to close the gap between what the center does today and the customer strategy