VIDA Management Consultants

Specializing in Customer Interaction

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Contact Centers

Call centers were formed for business convenience and cost savings. Operations were reactive, focused only on efficiency and typically considered a “necessary evil” of doing business.

Today a new model for the call center is forming. Today’s contact center plays a central role in customer interactions. Contact centers are becoming a core competency in supporting your customer base.

Purdue University’s Center for Customer Driven Quality forecasts that customer interactions through contact centers will double from 15 billion a year in 2000 to 30 billion a year by 2005.

Customers will continue to interact and do business through the call center because:

• It’s easy
• It’s convenient
• It’s immediate
• It takes less time than a face-to-face interaction
• It provides a “one-stop” location for customers to go for all their needs

Customers expect to talk to a friendly and knowledgeable person that can immediately resolve their issue. You have to make that experience memorable so they keep coming back.

VIDA assists you in evolving your contact center people and processes by:

• Performing an assessment audit that analyzes your situation and makes recommendations for improvement
• Transferring knowledge, training, and mentoring your center’s management team to strengthen their skills
• Improving integration with the rest of the company
• Strengthening strategic planning and management capabilities involving the contact center and customer strategies
• Developing employee skills to add value to customer interactions