Centech Solutions

Recent Engagements

An Insourced Contact Center for a Major Newspaper

  • Centech assisted this publisher in repatriating their overseas outsourced contact centers back to the US to improve their Customer Experience (CX) by training the supervisory and management team in  best practices for call observation, feedback, coaching, and development for their associates, and trained the associates in business communications skills.  As a result, average handle time declined, call volume declined, call quality increased, and customer satisfaction improved substantially.


 

 

 

 

 

 

 

 

 

 

 


 

 

 

 

 

 

 

 

 

 

 

 

An Insourced Contact Center for a Leading Direct Marketing Publisher

  • Centech helped this company implement an in-house contact center in the US to replace operations that had been outsourced .  The contact center includes a state-of-the-art Cisco VoIP telephone system with call quality monitoring, workforce management, screen pop and IVR for several hundred toll free numbers.  Centech worked to develop a five year pro forma cost estimate, conduct site selection, identify building requirements, and then developed the organization design, job descriptions, technology requirements, business rules for system development, call routing plans, and delivered management and agent skills training to launch the new contact center on schedule.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Insourcing a New Contact Center for a Utilities Company

  •  Developed the business case for and implemented an in-house contact center with an SAP customer billing, CRM, and self-service credit card processing platform.  The project was delivered on time and within budget, replacing an outsourced operation.    Operating costs remain within budget, are lower than the outsourced operation, and performance far exceeds the former provider’s results, while customer satisfaction for this utility company’s contact center has consistently averaged over 90% since measurement began.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

New VoIP Telephone Systems for Regional Banks

  • Designed and implemented an Avaya VoIP contact center system replacing an oldeer system for a community bank in central Massachusetts.
  • Designed and implemented a Cisco UCCX VoIP contact center system for a community bank in Massacusetts.

A New APAC Site for a Global Hotel Firm

  • Selected and implemented an outsourced contact center for local customers in the Asia Pacific region, including RFP development, provider selection assistance, contract negotiation, and project management during the implementation phase.

Performance Improvement Programs for a Global Internet Travel Site

  • Centech conducted performance improvement programs for this global travel firm for several sites in the US and Asia while assisting with the launch of a new internal center in the US, as well as implementing a global custom call forecasting model and a designing an intelligent call routing platform using a VoIP telephone system to take advantage of stranded capacity.  Service level and customer satisfaction results improved worldwide with the launch of new sites, improved coaching methods, better forecasting practices and global call routing.


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