Contact Center Services
SCC Services Group provides a wide variety of services to companies that use service centers to support their business model. Our Contact Center team has years of leadership experience in all areas of the customer contact discipline and across industries.
Click on our areas of expertise to learn more.
Training
Contact Center Start-Up/Relocation/Consolidation
Brand Marketing
Outsourcing Contact Center Services
Offshore Solutions
Contact Center People Management
Contact Center Consulting
Sometimes a company needs a separate set of eyes and experiences to understand their challenges. This service is a full analysis of the current strengths, weaknesses, and opportunities of the contact center operation. We immerse ourselves in the operation and deliver a full report with an executive debrief at the engagement.
At a minimum, you will understand after our analysis:
- What is currently working, or not?
- Do policies and procedures match the expectations of employees and customers?
- Is technology being used effectively? If not, strategies for positive change.
- Are workflows effective?
- What is the employee life cycle strategy? Is the culture a benefit or a weakness?
Training
Superior contact center service is difficult to deliver without a well-trained and engaged staff. Every employee is required to be knowledgeable and eager to serve customers. It also requires a leadership team to support and engage this workforce.
Our training is driven by those success metrics. Each event is customized to the client and can be delivered in person or virtually. We also offer instructional design services to create new hire orientations or proprietary training.
Our course titles include, among others:
- Leading Better – Manager / Supervisor Leadership Training
- Coaching Better – Effective Coaching and Constructive Counseling
- Serving Better – Customer Service Training
- Personally Better – Managing Change
- Personally Better – Time Management
- Understanding Ourselves Better – Strengths Assessment and Application
Contact Center Startup / Relocation / Consolidation
Beginning, moving, or restructuring a contact center operation requires many complex pieces in simultaneous motion. Our team has been there. In this engagement, we provide technical and infrastructure planning expertise and steps to execution.
We offer a full suite of services related to changes in operation.
Here is a sampling:
- Strategic Planning for the New State of Business
- Finding Contact Center Site Location
- Developing a Facility / Floor Plan Design
- Define Technology Architecture Design
- Managing the Staffing Changes
Brand Marketing
Our experienced Brand Marketing team is on the leading edge of the marketing profession. Our efforts through marketing engagements have allowed companies to expand their reach in the consumer and business-to-business marketplace.
Services in this area:
- Outbound Campaign design
- Outbound Campaign execution
Outsourcing Contact Center Services
Is your team overwhelmed? We can assist by providing outsourced contact center staff. Delivered at competitive rates and with superior customer experience, this contact solution can easily reduce costs and increase operational efficiency.
We can assist with:
- Seasonal Call Spikes
- Sales and Lead Generation
- Quality Assurance Monitoring
- Continuity Planning
- Customer Retention Initiatives
- Win – Back Programs
Offshore Solutions
SCC Services Group has extensive experience with third-party offshore providers or Business Process Outsourcing (BPOs). Our expensive can save you from making disastrous and expensive mistakes.
Services in this area:
- Identify the “right” offshore service provider.
- Identify an end-to-end contact center solution, inbound, outbound, or both.
- Assist in the transition with Experienced Migration Management & Rapid Implementation
- Facilitate a Proof of Concept with an offshore provider (minimum of 25 seats).
- Identify offshore facilities that have multi-lingual representatives with fluency (oral and written) in English, German, French, Italian, Spanish, Portuguese, Dutch, and Japanese.
- Budget Analysis to achieve a 25% – 30 % cost reduction on total contact center operational costs.
Contact Center People Management
According to a global survey of NICE, the contact center attrition rate in 2021 was 42%. This means that for a 100-seat contact center, approximately 42 agents leave in a year. The costs to replace a call center agent typically cost between $5,000 – $7,500 to hire and onboard new employees.
Do you have that kind of money to manage constant attrition? Let us assist.
Services in this area:
- Recruitment – Supplement the current team or outsource recruitment to us
- Recruiting Better – Training class for recruiters on how to source, evaluate, and interview.