Service Delivery
Service delivery takes many forms in today's worlds of telecommunication and electronic commerce. Traditionally the Contact Center has roles varying from order taking or technical support to more complex functions like product assistance, troubleshooting or telesales. The goal of customer service call centers is to differentiate their products while creating customer loyalty and enthusiasm. Studies continue to show that customer retention is a key to success for many firms since the cost of obtaining a new client is 4 to 8 time the cost of retaining a current customer. Other studies show that satisfied customers may refer 2 to 4 others to a company that has pleased them while dissatisfied customers may tell 20 others of their plight. Tech/Knowledge assists clients establish superior call centers that are highly responsive to customers, yet are cost-efficient.
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Our contact center projects include:
The strategic role — These studies deal with the broader concepts of the contact center Mission, Results, Interaction with Sales, Marketing, Product Development & Customers, Service standards, etc.
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Dramatic improvements to Operational Effectiveness — Includes operational effectiveness studies include areas like Staffing & scheduling, Process design, Organization teaming, incentives, upsell and cross sell, Management reporting/monitoring, Skill based routing and Quality assurance. We have increased productivity by up to 40% while maintaining quality.
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Technology applications — ACD, IVR, Automated scheduling, Call recording, Remote Agents, Networking multiple centers, problem management & problem resolution software, Integration with CRM, etc.
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Contact Center Economics — Baseline calculations of cost per call, comparisons among call centers and trade off studies of benefit vs. cost often in terms of technology but also shift lengths, overtime, incentives, etc.
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Tech/Knowledge has completed well over 100 projects including multiple location centers with the agents counts from 5 to over 3,000.
Project Management
Good project management is at the heart of any successful venture. We bring our 40+ years of experience in complex, high-stakes projects to every engagement, large and small—complemented by clear, well-written, client-centric updates and formal reports. Working collaboratively with Ownership, project sponsors, all trades and stakeholders, we’ll craft a plan taking the project all the way to completion and handover.
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Then, we’ll work through the whole process to ensure your success.
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Some examples:
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Comprehensive low-voltage design, design/build and implementation support for commercial and MDU (Apartments, senior living, distribution centers)
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ERRCS/BDA public safety communications reinforcement, over 200 projects completed
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Design/build, test/provision public safety communications reinforcement: LA MTA Airport Metro Connector (AMC) train station; LA MTA Regional Connector
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Revamp and rebuild: Dispatch, 9-1-1 and computer systems, Countywide fire dispatch, San Bernardino County Fire (CONFIRE)
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Comprehensive security review and implementation plan, major LA TV/radio station campus
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Building systems stabilization and expansion, 400 acre historic campus, LA, CA
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Hands on too: Our staff isn’t just comfortable with CAD drawings, Gantt charts, meetings, and planning. We routinely build, test, provision, assemble, and manage products and systems for customers for new (Greenfield), upgrades, and expansions. See our case studies for details.
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Urgent or routine: Not all projects are routine. When emergencies arise, we can be there same day and start troubleshooting. For slightly less urgent issues, we’ll collaborate with your team, help identify critical-path issues, draft a resolution plan, then get to work. Whether it’s a full system outage (No Internet; No radio coverage), Intermittent failure (Wi-Fi unreliable; Call drop), or one-time (Controller out), we’ll design tests, gather data, perform a Root Cause Analysis, recommend a corrective course of action, then lead the team to restore service.
Tech/Knowledge, Inc.
