Contact Center Consulting:

Customer Care centers may account for 80% of your customer interactions -- are you giving this aspect of your business the attention it deserves?

US companies lose 50% of their customers every 5 years
- Harvard Business Review

66% of customers defect due to poor customer care
- Yankee Group

Cutting defections in half will more than double a company’s growth rate
- Harvard Business Review

Customer Care creates Customer Loyalty

	*Current customers generate 2x revenues of new customers* - Alexander Group
	*A 5% increase in customer retention can increase profits 100%* - Harvard Business Review
	*“Completely satisfied” customers are 6x more likely to become repeat buyers than merely “satisfied” customers* - Harvard Business Review
	Formal call centers employ 3-6 million people – and are the optimum place to drive changes in behaviors & technology that impact business growth

Contact Center Operational and Business Assessments

Typically up to 80% of the interaction your company has with its customers occurs in the contact center - and yet many companies staff this part of the business with their lowest paid staff, treat it as a non-strategic overhead, and wonder why they lose good customers.

The cost of keeping your top customers happy is generally much less than the cost of gaining new ones - and one of the best investments you can make is to look at how your contact center (call center, support center, eBusiness center) stacks up so you can intelligently decide where to make investments that will lower costs and increase revenue.

Let circleNK help you determine where your strengths and weaknesses lie, how to best align your contact center with your high level corporate strategy, and how to best contribute to your companies P&L. We can draw on some of the top system integrators and vendors in the industry to help you plan a strategy, optimize your operations, and even to build a green-field contact center.

When you're dealing with established customer-care technologies (Customer Relationship Management -- CRM, agent recording, workforce management) often the key question is often not what products to invest in, but how to most expeditiously end the unnecessary costs and lowered service levels you are experiencing. Other times the technology you've already invested in can do the job, but just needs to be used differently. Instead of delaying your benefits for months or years as you are overwhelmed by vendor sales staff, let circleNK help you to understand your options and focus on the highest ROI improvements.

Key Benefits

	Improve service levels with the same or less staff
	Understand where your call center stands against the best practices of the industry
	Use your staff more effectively, allowing productivity increases of at least 5-10% for inbound applications, 40-50% for outbound automation
	Lower payroll costs
	Increase Customer Loyalty
	Deal more effectively with Vendors and System Integrators

Capabilities

Operational and Business Assessment Options: ·

	Mini-Assessment: Typically 40 hours with at least one day on-site ·
	Standard Assessment: Typically 80 hours with 2-3 days on-site ·
	Custom Assessment: A custom work plan will be created for you.

Other Offerings: ·

	Customer Service Strategy Jump-Start
	Technology Deployment Management
	System Integration
	RFP/RFI Support
	Business Process Review
	Project Management

NEW OFFERING:
Telemarketing Legal Compliance Consulting

	Help setting up outbound Telemarketing Centers
	State and Federal Do Not Call lists and registrations
	Technologies to help you avoid fines