What We Do
With extensive experience in establishing tailored contact centers, we bring a wealth of expertise to your project. The solutions we design are meticulously customized to meet the unique demands of your business, incorporating cutting-edge technologies like AI, CRM systems, and data analytics to optimize operations and deliver actionable insights.
Focused on operational efficiency, reducing costs, and improving service levels through streamlined workflows and effective agent scheduling, our strategies are designed for scalabilty ensuring longevity and flexibility in the face of evolving market trends.
As a collaborative partner, we are dedicated to your long-term success, adapting to your operational needs and working closely with you to achieve your strategic goals.
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Our Services
The services we provide are as varied as the industries we serve and every project or build is as unique as a fingerprint. A ‘Build’ or ‘Project Scope of Work’ is submitted to clients prior to the formal quoting process outling various elements of the build. The development of a formal quote requires extensive up-front work by our team and the participation of an interested party on business objectives, current infrastructure, environment, and more, is essential. We think of it as ‘measure twice, cut once’.
As market conditions change, evaluating operational efficiencies will be a part of ongoing maintenance to improve a contact center’s ability to meet business objectives. Assessing the various components of your contact center can be a tricky adventure and can be costly in terms of both human and financial resources. We’ll dive into what’s working and what needs adjusting and provide recommendations that make sense.
During the Scope of Work and quoting process, we’ll review options and ideas that meet the needs of your build. While some builds are more complex than others and will require many elements, others, as in the case of a four-person single channel call center, will require much less. We’ll match the right model, technology, and streamlined processes and elements to meet the objectives of your contact center.
For those younger environments where scaling is planned over a longer timeframe, we’ll build an effective and efficient call center based on the future goals of your business, adding channels when your business needs it most along the path of its journey. We’ll ensure you have what you need when you need it as your overall plan comes together.
Share your pain points and we’ll dig deep to heal them with the tools you use. Should the applications employed by your contact center not have the capability to provide the right resolution for your pain, we can develop and deploy a workaround that will, or recommend solutions that have the capability to rectify your concern. Not just a bandaid!
To ensure the long-term success of your build, we monitor your contact center’s progress to identify elements that need tweaking or a nudge in the right direction and make recommendations, when a ‘zig should have been a zag’. We’ll train your executive and management teams to identify operational trends and ensure communication between your teams is seamless, with common understandings and goals.
AI plays a multifaceted role in modern contact centers, significantly enhancing operations, customer experiences, and agent performance. Leveraging the right balance of AI technology such as Chatbots, IVR systems, Agent Assist tools, and Quality Assurance mechanisms can facilitate a center’s optimization and success. We ‘speak’ AI and will help you sort out what will work best for your build.
About Us
Welcome to Our World!
With three decades of building and managing B2B and B2C contact centers in Canada and the United States, we create innovative tailored contact center solutions to seamlessly connect you with your customers!
During my 30-year journey in the contact center industry, I’ve had the great opportunity to build and nurture many teams while recruiting and developing over 600 talented individuals in sales, service, appointment setting, and more.
From leading the establishment of 9 outbound B2C call centers across the United States in just 18 months, to building-out an outbound contact center for an 8-store auto dealership group in Alberta and BC, I’ve also managed onsite, virtual, inbound, and outbound contact centers in the B2B and B2C environments.
With a passion for creating and executing inventive up-sell programs, innovative automation tools and AI, I champion effective communication, team efficiency, and continuous improvement. A substantial focus of mine during a build is on helping clients effectively use metrics to better evaluate trends in the growth of their build.
The treasure trove of resources my team and I offer enables us to deliver truly creative, innovative, and leading-edge solutions. But at the heart of it all, and what truly matters to me is designing and deploying solutions that elevate your contact center to achieve peak success!
Frequently Asked Questions
Depending on the complexity of your build or project, call and contact centers can be completed end-to-end in 6 weeks to 6 months, excluding chosen ‘After-Build’ options’.
There are distinct advandages to both virtual and onsite contact centers, and what you choose to deploy will depend on how your operation alligns with each model. For example: if your business has extended hours and is physically located in a more ’rural’ area, the talent pool in your area of business may be less than optimal and your business may be served better with a virtual or hybrid contact center. This allows for the hiring of talent from different time zones for better agent coverage.
We’ll help you evaluate which model will work better for your business and build out the model you choose
The complexity of your build or project, the timing of your ‘Scope of Work’ acceptance, our existing client contracts, and other factors, all contribute to when we can start your build. We work hard to accommodate our clients as soon as possible, and suggest at least four weeks of lead time for a build.
Absolutely! We will recruit, hire and train your intitial team as part of the build process, or we can work in concert with your management team to secure and develop your initial contact center team. Some clients retain us to recruit and train new agents as part of their ‘After-Build Option’.
Evaluations and Assessments: From $500
Contact Center Builds (Omnichannel): From $4,000
Call Center Builds (Single and Multichannel): From $3000
À La Carte Menu: From $40 per hour
After-Build Support Options: From $500, or hourly.
Our pricing covers our services but does not include your contact center operating costs such as expenses for software licenses, hardware, subscription fees, and payroll. Upon accepting our formal quote, a deposit must be made to reserve our services. These quotes are valid for 14 days. Should there be a need to adjust the project’s start date, we will strive to accommodate the new timeline while ensuring that other scheduled commitments are not affected.
Our team specializes in upgrading and building contact and call centers. We do have a vendor out of Vancouver BC we can confidently refer you to who has been in the business for over 25 years and who can assist you in excellence. Please ask!
Daily, weekly or in whatever frequency you need. During the pre-build phase where you require a lot of information to make the decisions required, when you reach out – we’ll be there.
As we develop the scope of work, we’ll look at how we can best serve your business to ensure the long-term success of your build. Ongoing agent recruitment (short or long term), KPI evaluation, training and team development, automation evaluation, channel efficiency reviews, CRM support and more, are all support options we can provide. You choose what you believe will work best for your business, and we’ll support your team.
We can support your team as little or as much as you need. You’ll find we’re transparent, responsive, and knowledgable.
We know that decision-making is made easier and faster with simple, transparent, and timely comparative models. A substantial part of what we do is comparing the options available that will both improve your operational efficiences and meet your business objectives. The up-front work our team does will help you make these decisions easier, and with foward vision.
We’ll develop a comprehensive ‘Scope of Work’ to ensure our understanding aligns with your business objectives.
Once the ‘Scope of Work’ is accepted by you, we’ll gather additional information and a formal proposal will be submitted.
For smaller call centers this process can be accomplished in as lttle as ten days, for more complex omnichannel contact centers this process can be up to forty-five days. We’ll be thorough, responsive, and always on your side.
If you’re ready to request a quote now, go to our ‘Get a Quote’ page and submit the form!
Throughout the build process we’ll train your team members in the roles they will take on once the build is complete. This includes ensuring each team member has the knowledge and skills they’ll need to ‘take the reins’.
We’ll create and distribute digital resources including tutorials on how to do what they’ll need to do once the turnover is complete.
We’ll identify weaknesses and develop tools for knowledge building, and will update you on who may need additional support.
‘After-Build Support’ options can be available to mitigate issues and help ensure your contact center meets operational excellence on an ongoing basis.
Get a Quote!
You won’t know until you ask – so ask!
Get in touch…
Let’s do this, together!
Reach out today, you’ll be glad you did!
Voice
Chat
SMS
Social Media
Video Chat
Web Forms
IVR
ChatBots
AI