We help you increase the operational effectiveness of your call centre by developing and/or refining your call centre management systems for phone and Web-enabled/Internet customer contact. Our expertise includes a comprehensive review of your call centre’s current management systems, consisting of organization, operating processes, customer access, quality and productivity performance standards and metrics, and benchmarked “best practices,” as well as an evaluation of the “gaps” and the development and/or refinement of the management programs to address those gaps.