Call Center Consulting | Engagement Management
Why Us?
LTMA Consulting offers premier call center consulting services (and engagement management) to any business experiencing a pain point. Our extensive experience allows us to identify and cure problems within any industry, and we are experts in a few niches – namely travel, hospitality, healthcare and third party administration. From comprehensive assessments to full engagement management, we offer a wide range of consultation and change management services geared to helping all companies reach their ultimate goals.
Comprehensive Call Center Assessment
Does your call center have high attrition, poor service levels or low utilization? Is call quality an issue, and is it causing your brand or reputation to suffer? Is technology a barrier? Are you looking for effective service recovery strategy? If you answered yes to any of these questions, know that we can help. Our assessments can evaluate just about anything from protocol, people, call center technology, culture, budget, operational workflow and much more. The key is to identify the source issues that need to be addressed. LTMA Consulting offers the following services when performing assessments:
- Assign a dedicated consultant who will take their time learning about your history, culture, mission, vision and objectives
- Note specific observations and recommendations for review, validation and input
- Provide a comprehensive business proposal explaining how we can help as a consulting company and where we offer the most value
Smart Call Center Technology
Far too often, we find there are right processes and people in place, but the technology fails in supporting them. More and more organizations are looking to make data driven decisions, but without the right tools and technology, that can be incredibly challenging. LTMA Consulting can help.
We evaluate existing technology and determine whether or not the organization can leverage its current applications to meet its business objectives. Often times, the solution is a simple upgrade or an add-on that has been missing; other times, we need to RFI and RFP for new systems. Whatever the case may be, LTMA Consulting has experience in evaluating, selecting, designing and implementing the necessary technology. Having the right technology in place results in more productive and efficient call center employees. It also allows for making educated, data-driven decisions. Together, we can work to find the right tools and solutions for your call center. These tools include but are not limited to the following:
Call Center Optimization
Allow us to collaborate with you in developing a customer-centered, relationship-driven, business-conscious call center. This service offering is about creating and executing a balanced solution that will remarkably improve call center performance and customer interactions while working within the boundaries of the organization and its budget.
C-suite executives admit that running an efficient call center is no longer a luxury; rather, it is a necessary standard. The key to meeting that standard is developing a value-based, employee-focused and transparent call center that employees are proud to work for and customers find pleasantly helpful. At LTMA Consulting, we address those points and focus on any of the following areas or a combination
thereof:
- Recruitment and onboarding
- Training and certification
- Coaching and development
- Collaboration and team building
- Policy (i.e. attendance, adherence, discipline, etc.)
- Metrics and KPIs (i.e. service level, handle time, abandonment rate, first-call
resolution, quality assurance, schedule adherence, etc.) - Customer contact interactions and service recovery
- Budget and productivity
- Self-service
- Executive dashboards
- Workforce management (WFM)
- Speech analytics
- Forecasting
- IVR and call routing
- Quality assurance monitoring and recording
- Computer-telephone integration (CTI)
- Customer relationship management (CRM)
- Reporting
(Note: We suggest coupling this service with our Call Center Optimization for optimal results.)
Efficient and Cost Effective
LTMA Consulting understands how important it is to run an efficient, cost effective and customer-oriented call center. We care about our company clients, their processes, their people and the customers they attract. We know what it takes to improve on those processes that effect real transformation. We believe in the spirit of collaboration and the power behind it. More importantly, we believe that your success is a reflection of our efforts. Let us show you how we take action to bring you solutions that ensure your success.
Engagement Management
Every project requires an engagement manager to manage the processes that are being implemented and to help solve any problems. With each service offering, LTMA Consulting assigns a professionally skilled, PMP Certified, engagement management consultant to oversee all interactions from beginning to end. The engagement manager is expected to facilitate all assessments and projects using the latest, most effective project management methods – such as agile, waterfall, scrum, etc. At LTMA Consulting, we believe in the power of collaboration. As a result, we work with the organization and their talented professionals to deliver effective engagement management. You can expect us to offer the following using industry best practices:
- Project structure
- Scope management
- Budget and cost management
- Schedule management
- Quality management
- Change management
- Issue and risk management
- Resource management
- Communication plans
- Project health reporting
- Stakeholder satisfaction reporting
- Return on investment (ROI)
- Executive project dashboards
Have Questions? Please Call Us
(305) 647-9004
WHAT OUR CUSTOMERS SAY ABOUT OUR SERVICES
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Mount Sinai Medical Center
LTMA Consulting facilitated numerous projects through to completion while remaining on-time and under budget. We not only have a more efficient call center as a result, but we have made improvement in patient appointment volume, patient access, first-call resolution, scheduling, and data analytics.
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