The purpose of the Contact Center is to manage the customer’s relationship effectively and efficiently. The contact center is seen as a solution provider to customers. Its success lies in its ability to give customers the best possible solution in a timely, professional and accurate manner; ultimately creating the brand customer experience.

Operations Management

A contact center success lies in the ability to ensure the people, process, technology and the environment operates as a whole. ATCEN Consulting has the expertise to bring this highly complex environment into a manageable situation by seamlessly integrating the 4 components together.

Workforce Management

In any Contact Center, workforce management is an integral part of operations management. Call volume needs to be forecasted to such accuracy to ensure agents of the right skill and know how are available to manage customers. ATCEN Consulting understands this intricate balance between operation cost, customer satisfaction and meeting service level.

Contact Center Performance Management

Without quantitative measures for the key performance metrics, it is difficult to determine how well a contact center is meeting customer requirements. Clear goals must be established and the performance tracked. However determining what to measure in a Contact Center is not necessarily always clear. ATCEN Consulting helps companies to derive measures which are useful, important and most importantly focus on the organization goals.

Call Quality Monitoring Development

A Call Quality Monitoring Program provides a means to evaluate the phone interactions between the agent and the customer. Call quality monitoring allows the Team Leader to evaluate the agent’s performance and provide a basis for coaching, feedback and individual development. ATCEN Consulting is able to provide a systematic measure to be used for monitoring and rewarding purposes.

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