AccuTec Consulting
Experience Overseas that Counts
The AccuTec Advantage!
AccuTec takes a fresh and strong approach to call center consulting. Our team understands the complexities of doing business internationally in Asia and specializes in Call Centers in the Philippines. AccuTec has years of experience in Call Centers in the Philippines and our staff comprises of international executives and consultants from all around the world including United States, Europe, Asia and Australia.
Our clients tell us we get the job done differently than other firms because we listen to them, provide unbiased feedback and analysis, and deliver high value results. We're passionate about solving call center challenges. Whether it's helping steer a new initiative, being a catalyst for change, introducing a new technology, planning for or leading implementation, transferring knowledge, or just providing more hands on deck.
Call Center Consulting Services
Our services at AccuTec are unique...we help clients define and execute customer interaction strategy. We partner with our clients to share our expertise, to guide them to develop the best solutions and processes possible, and to educate them about potential pitfalls. We wrap each of our projects with contact center best practices – practices that only come from being in the trenches.
Our project frameworks serve as a foundation for many project types, guiding the thinking, design, development, and execution of the project. While no two clients are the same, our frameworks enable us to define the scope of the project, identify and analyze common issues, and accelerate realization of project goals.
PLANNING
- Technology Assessment and Plan Assess existing contact center technology and develop a vision and roadmap to meet business needs.
- Contact Center Assessment and Plan Assess current environment, define the vision and actions to meet business goals, and develop the roadmap to make it happen.
- Multi-channel Customer Contact Strategy Develop a vision, define requirements, and establish an operational framework and governance structure to support traditional (voice, fax, voicemail, email, web, IVR) and emerging (chat, outbound alerts, social media, mobile applications) customer contact channels.
- Multisite Strategy Design a cohesive, multisite operation that optimizes resources and performance during normal operations and responds effectively to disruptive events.
- Metrics Strategy Develop the appropriate metrics strategy for the business, including KPIs, accountability models, and the technology plan to provide the right information to the right people.
- Outsourcing Strategy Determine when and how to outsource or use in-house resources, and when and how to use premise-based or hosted technology solutions.
- Business Continuity/Disaster Recovery Planning Develop executable operations and technology plans.
- Business Cases and Financial Analyses Identify the benefits and develop the qualitative and quantitative analyses to assess cost structures, evaluate profitability or revenue contributions, and support business plans.
EXECUTING
- Contact Center Design Design new centers and multisite centers, and redesign existing centers.
- Implementation Provide project management and/or subject matter expertise to implement new centers, changes to existing ones, and transitions to new service models (e.g., in-house to outsourced).
- Technology Selection Develop requirements, establish selection criteria, conduct vendor evaluations, and facilitate decision process.
- Technology Design Design contact routing strategies, develop migration plans, or address other specific technology needs to optimize business operations and technology use.
- Technology Support Establish governance, testing, monitoring, health check, and trouble reporting and resolution protocols to maintain high levels of performance amidst growing technology stability and reliability issues.
- Process Design Establish processes that meet business objectives while optimizing use of available people and technology.
- Organizational Design Design or redesign the contact center or IT/telecom to optimize existing operations or address business and technology changes.
- Change Management Leverage the Prosci change management methodology and our certified staff to provide planning and implementation support to address the people side of change.
EDUCATING
- Speaking Engagements Provide speakers for conferences, seminars, meetings and events.
- Customized Training Develop and deliver training in contact center technology, strategic planning, and the contact center market.
- Writing Services Write independent articles, white papers, research papers, and case studies.
ANALYZING
- Market Opportunity Analysis Assess product fit, identify market needs, and provide customer perspective.
- Surveys and Benchmarking Design custom surveys and analyze results for contact center issues and opportunities.
- Expert Witness Services Provide a highly qualified, experienced expert witness for contact center technology patent lawsuits.