Hear the smile in their voices

KALPA’s consulting team has over 50 years of combined call center experience with expertise in designing, building and managing customer contact centers.

We can help you identify trends and suggest areas for business process improvement aimed at delivering the right balance between best-in-class customer satisfaction results and operational efficiency.

Call Center Consulting
Each and every customer contact is an opportunity to gain knowledge that can solidify lasting and valuable relationships.

Dynamic customer information (the voice of the customer) can enable management to identify customer needs, act on issues that contribute to defection and reward your most loyal and profitable customers.

Using this knowledge KALPA can help you design systems that make it easy to do business with your company….much easier than what your competitors offer. As a primary interaction point between you and your customer, the contact center plays a vital role in fine-tuning the relationship at every stage of the customer lifecycle. Your reputation is at stake with every call.

Contact Center Consulting Services include:

  • Call Center Operational Audit
  • Business Process Improvement
  • Workforce Planning and Staffing
  • Insource vs. Outsource Decisions
  • Call Center ROI (Return on Investment) Analysis
  • Customer Satisfaction Scoring
  • Training Development and Delivery
  • Quality Assurance Process Development
For a comprehensive analysis of your contact center needs, call (248) 273-1955 or use our contact form.