Hi Folks

I would like to ask all of you in the call centre proffesion whether at any time you use the services of a consultancy which provides quality management consultancy covering such subjects as

People
Processes@
Technology

Covering such areas as benchmarking,first contact resolution,CSR Coaching and Development,Quality Monitoring Processes & Procedures,Teamleader Management Training,Ownership of Quality,Call Flow and Customer Management,& getting the best out of quality monitoring technology(ie voice recording)

The reason for the question is to ask whether there is any space within the call centre community for this type of service with over 3000 of you registered as members i hope some of you could throw some light on the subject

My Thanks

John Nutley

HI JOHN!

I AM SURPRISED YOU HAVE NOT RECEIVED A RESONSE TO THIS QUERY.

CAN YOU THINK OF ANT AREA WHERE IMPROVED QUALITY DELIVERY IS NOT A CONCERN.

BUT BEFORE WE MOVE FURTHER I WOULD LIKE TO KNOW YOUR ROLE

COULD YOU ELABORATE

I AM A PERFORMANCE COUNSELOR BASED IN INDIA - ASSISTING ORGANISATIONS TO POST IMPROVED PERFORMANCES - WHEN YOU IMPROVE PERFORMANCES YOU AUTOMATICALLY IMPROVE THE QUALITY .

MAHIDHAR

Hi,
We got in a consultant a while back to help with our people and quality processes and it was a disasterous experience.

Our goals did not match his own interests and what we were left with was a hotch potch report that was of no use to us whatsoever.

After that we've been handling our quality processes on our own as well as our people processes. So far its been just fine.

We occasionally bring in consultants to oversee our technology management issues.

Hi Folks

I suggest an Internal Quality team. An External Audit is a must as well.
So Many people talk about Quality, however they are not able to follow the very basic concepts.
Especially in India External Audits work better then Internal Ones.

Now, my point of view is Both are equaly important as not everyone follows the same concepts for quality.

Quality Consultancy;

I would like to share my experience in seeking quality consultancy for a call center entrant.My relate here is only to set-up consulting and does not include all the aspects Mr.JOHN NUTLEY mentions.

Some months back I entered into a consulting contract with a Call Center Technolgy Solutions company {Servion-t Global solutions, www.servion.com} for Technolgy Consulting and Project Management Services for setting up a new multimedia e contact center.(Arithma Technolgies).

I am really very glad that I did make a right decision as I was and being guided in a professional way.

I feel that any new entrant needs a lot of input and guidance from Consultancy and consultants and how we dissect and see the various options of technology, vendor, service plans etc., play a lot.

Quality consulting will mean the right guidance about various options and advising the selection methods.

For those who are looking for technology consulting in contact centers, I have a powerpoint presentation {ap. 500 k} which I can send by mail attachment on request.

As Mr. GAUTHAM KHNDIGE puts it right, it often happens that some of the top-notch consultants interests clash with our requirement resulting in poor consulting.

Quality Consulting is a good subject and as Mr.MHIDHAR THORVE points out, it is surprise that there is less response on this topic.If more members could post their experience on consultancy services, it should serve some purpose.

MALICK,
CEO, ARITHMA TECHNOLGIES,
malick@arithmatech.com