|
Buyer's Guide
Directory
Call Center Consulting
 TalentKeepers®,
Inc.
is the #1 leader in award-winning call
center solutions that get proven results in reducing agent turnover and
improving productivity. We consult with call centers all over the world,
attacking turnover through organization, job, leader, and team factors,
cutting attrition and improving productivity.
TalentKeepers' solutions consistently achieve strong results by focusing
on the relationship between employees and their leaders through a proven
system called RetentionWorks™, winner of ACCE’s “Best in Show” award.
RetentionWorks™ is an integrated solution actively engaging leaders and
team members through the use of assessment and diagnostic tools,
development modules, support tools, and processes to help monitor the
drivers of turnover. With our help, you can build a culture of retention
that keeps your best talent, boosts productivity, and cuts labor costs.
RetentionWorks™ includes a number of solutions, including:
• Retention Analytics - measures, tracks, and reports the impact of the
critical factors that contribute to turnover
• Retention Leadership Series - leads people and organizations with the
explicit intent of improving employee retention and productivity, builds
positive relationships that contribute to reducing unwanted turnover,
and encourages employees to be fully engaged in their work
• Employee Engagement Series – actively engages employees in retention
strategies that leads to a culture of retention and team building
For more information, please visit our Web site at
www.talentkeepers.com
or contact Mara Schwartz at
mschwartz@talentkeepers.com.
Groupe Impress Plus
 Groupe Impress Plus is a Call Center
performance service company. Our goal for your organisation is to
increase your overall Call Center performance and your bottom line
profitability by increasing the quality, productivity, employee
retention rate and facilitate promoting from within. This will lead to
IMPRESSive customer service, therefore making the customer’s
experience one he looks forward to repeat!!
Our turnkey solutions include:
- Customized Mystery Calling
- Accurate & Consistent Call Evaluation (including recording of call and
detailed reports)
- Customer Satisfaction Assessment
- In House Training Solutions
- Recruitment, Training and Placement services:We offer personalized
customer service courses and we place our candidates after the
training.
The training is an intensive course on customer service covering all
aspects such as: phone techniques, customer contact center etiquette,
evaluation methods, customer retention techniques, coping with stress,
as well as the basic computer skills in the workplace.
Our Team has over 15 years experience in call center management,
operation management and customer service management in different
industries such as Telecommunications, Finance, Travel, Retail
industry, Food industry.
Let us help you IMPRESS your customers.
Partnering with Groupe IMPRESS Plus Inc. is a WIN WIN situation.
Groupe Impress Plus Inc
327 Curé Labelle Suite 303
Laval (Montreal), Quebec H7P 2P2 Canada
Phone :450-628-7605 / 1-866-619-1269
Email : info@impressplus.ca
Contact : Guylaine Blanchette President
www.impressplus.ca
 Tompeters!company
One First Avenue 2nd Floor
Boston, MA 02129
Phone: 617-242-5522
Fax: 617-242-5520
Email: info@tompeters.com
www.tompeterscompany.com
Call centers are the key to culture! Tom Peters wrote In Search
Of Excellence in 1983 and ever since, he has ranted about
how technology is changing the “culture game”. He bellows that we must
stay competitive – whether a large or small enterprise by attracting the
talent who reinforces the culture.
Every call center has a very unique culture that allows employees
to be successful, or not! Culture is very powerful. When understood and
effectively used, companies remain competitive. When not used, there is
a huge drain on resources. Figure this out. Learn everything about your
call center culture because knowing your culture is the essence of
employee retention.
With turnover costs at an all time high
across industries, tompeters!company
gives unparalleled cost reductions - up to 50% - when you measure your
culture and match your applicants.
There is a lot of stuff out there…so note this!
tompeters!company software is the only
statistically valid measurement tool on the market today. The research
was conducted over the last 18 years at Stanford and Berkeley
Universities. Most importantly, our software is user friendly and time
efficient, taking 15 – 20 minutes per user at $50.00 per assessment. We
call it: Re-imagine! Corporate Productivity or R!CP. Your return on
investment accumulates quickly. Your savings include:
• Reduced Costs in Recruiting and Training
• Increased Retention and a Top Performer Employee Base
• Employee Engagement
tompeters!company software defines
the profile of your culture and uses this to match new applicants to
your call center environment. Want impact? Take a risk and try this
approach. Impress your CEO with a 50% reduction in call center costs.
Call us; 617-242-5522 or email us at
info@tompeters.com to explore unlimited possibilities.
 OKS-Ameridial
Worldwide
OKS-Ameridial Worldwide was founded in 1987 and is a premier global
provider of contact center and business process outsourcing
solutions. OKS-Ameridial provides a comprehensive mix of
Business-to-Business and Business-to-Consumer customer relationship
management solutions that help its clients increase their revenue
and profitability. From customer acquisition to retention and
growth, from customer service to customized market research, OKS-Ameridial
delivers a fully integrated suite of solutions using its global
network of onshore, near-shore and offshore operations.
OKS-Ameridial has been ranked as a "Top 50" teleservice agency since
1992 by Call Center Solutions magazine. In 2006, OKS-Ameridial
received the #1 ranking in the "Best in Class" award for
Teleservices Agencies as selected by customers from Technology
Marketing Corporation (TMC).
With over 12 production and sales centers all around the world, OKS-Ameridial
Worldwide serves as a contact service company offering the very
highest quality services, with extremely economical pricing.
OKS-Ameridial holds membership in the following industry
associations: American Teleservice Association (ATA), Direct
Marketing Association (DMA), The Society of Consumer Affairs
Professionals in Business (SOCAP), Sales and Marketing Executives (SME),
and Northeast Ohio Direct Marketing Association (NODMA).
Please contact us at 800-445-7128 or visit our web site at
www.oksameridial.com
 AlignMark,
Inc.
AlignMark, Inc.
is a leading provider of innovative human resource products and services
created to assist call centers improve their revenues, profits and other
key operating metrics through improved talent acquisition & deployment;
talent development; talent benchmarking & certification; and talent
affirmation & differentiation. Our vision is to help our call center
clients optimize their investment in human capital by offering
leading-edge, cost-effective solutions to their most challenging
business problems (e.g., low unemployment, aging workforce, job growth,
turnover, etc.). Through our expertise -as leading
industrial/organizational psychologists and technologists, proven
products and custom solutions, we are able to help our clients achieve
and sustain both a “mindset” and real capability to implement and
consistently execute talent management strategies and practices which
yield impressive improvement in the key metrics that determine their
success.
AlignMark, Inc. has been a leader in the human capital field for over 30
years, having pioneered the introduction and application of employee and
management assessment (for selection and development) in the workplace
that dates back to the original assessment center work at AT&T in the
late 1960’s. Since then, AlignMark has assessed hundreds of thousands of
employees using it’s technology-based assessment solutions. The
AccuVision Call Center Simulator is the most recent edition to
AlignMark’s growing family of technology-based assessment solutions. Why
should you use this powerful assessment tool to select and develop your
agents?
1. Greater Accuracy in Hiring…2 to 3 times more predictive of
performance than other typical assessments.
2. Reduces Turnover
3. Streamlines the selection process (i.e., time to fill and
cost-per-hire are reduced)
4. Compliant with EEO/ADA requirements.
The AccuVision Call Center Simulator is often combined with AlignMark’s
proprietary web-based agent sourcing and screening system (called
AccuWeb) as an integrated agent acquisition and deployment system that
yields a significant increase in the number of qualified, interested and
talented agents. The combined system is user-friendly, administratively
simple, powerfully predictive and ultimately, all the key metrics you
use to measure the overall success of your call center are positively
impacted.
For more information:
Visit:
www.alignmark.com
E-Mail: jmattone@alignmark.com
Call: 800-682-4587 (x3525) or 407-659-3525
Write: John S. Mattone
AlignMark, Inc.
1057 Maitland Center Commons Blvd., Ste 200
Maitland, FL 32751
Synergy
Solutions
Synergy Solutions is an outsourced provider of premier customer contact
services that has been continuously recognized for its commitment to
quality and ethical teleservices and customer care. Our mission is
described as "Synovation" - combining synergy and innovation to create
the next generation of customer contact solutions. We employ the power
of team and the spirit of innovation to provide our clients with
flexible applications and speed to market and this winning combination
has fueled our rapid growth. Synergy Solutions offers inbound and
outbound live agent call center solutions from seven U.S. facilities
including full bi-lingual Spanish and French capabilities as well as
access to over 4000 seats in the Philippines. Specialized verticals
include financial services, healthcare, insurance, telecommunications,
energy, publishing and political advocacy/voter contact.
Contact:
Lori Fentem, President
Synergy Solutions, Inc.
602-296-1600
info@callsynergy.com
PowerHouse Consulting
 PowerHouse Consulting
is an internationally recognized management consulting firm specializing
in Call Centers and Telecommunications Technologies. Our seasoned
consultants possess the knowledge and experience to bring quick,
practical, and cost-effective solutions to each engagement. Our services
include: Strategic Planning, Call Center Assessments, Outsourcing
Relationship Management, Call Center Technology Assessments, Learning
Resources, Telecom Assessments, System Procurement, and IT Infrastructure
Services.
PowerHouse has demonstrated success in developing solutions to business
problems. Through PowerHouse’s flagship service offering, the Customer
Experience Optimization Program©(CEOP), organizations benefit from
consulting that enables them to combine strategic planning initiatives and
operational assessments into one seamless and streamlined process. To
ensure clearly defined outcomes, CEOP utilizes a comprehensive,
carefully designed approach to assess the linkage between strategic goals
and operational execution. Beginning with leadership and organizational
goal setting and continuing with an assessment of day-to-day operations,
organizational structure, people, performance, and technology, CEOP
examines what is in practice and compares it to the validated and
succinctly outlined strategic goals. The end result is a custom roadmap, a
plan of action to remove the disconnects and create a highly tuned,
performance oriented, customer focused organization that possesses a
stronger and more sustainable competitive advantage.
PowerHouse consultants are highly qualified leaders and team players with
tremendous depth of Contact Center expertise, business knowledge, and
practical experience. We approach each project with enthusiasm and hit the
pavement running. Our mission is to simplify complex business processes
while providing exceptional quality of service based on real business
drivers. Many of our clients, some of which are Fortune 500 companies,
have returned to PowerHouse for follow-on engagements as their business
needs have grown and evolved.
PowerHouse Consulting was founded in 1987 by Kathleen Peterson, the
internationally acclaimed Call Center Consultant and recognized industry
visionary. She is actively involved in client consulting and is a sought
after speaker.
To learn more about PowerHouse Consulting please visit our web site at
www.powerhouse1.com, or call us
at 603-472-6616, ext. 234.
|
|
