Support Center University

Optimizing the Support Center Model

1. Support Center Assessment 

• Benchmarks your current operation against a variety of industry data and your stated vision
  (i.e. 'be world class' or move to an E-Service model or simply 'fix our problems')
• Identifies 'gaps' in performance and/or opportunities for improvement
• Helps you identify the root cause of current problems and develop improvement plans
• Includes 'roadmap' to desired performance levels


2. Support Center Performance Improvement
• Dave Brown assists clients with implementing change and improving performance.
• From incremental improvement projects to complete Business Process Reengineering
• Introducing knowledge management and e-service capabilities to enhance performance
• Most clients achieve 20-40% in measurable productivity/quality improvement


3. Staffing Models and Tools
• Dave Brown has literally 'written the book' on staffing design ('Optimizing Support Center Staffing' by Dave Brown, © Dave Brown 1994).  We can apply these techniques to your support operation to maximize performance.
• Dave Brown has developed proprietary modeling tools and has established working relationships with several software product companies (including Blue Pumpkin, Pipkins, Aspect/TCS, and others).
  
4. Alternative Support Models
• Transitioning from a classic call center operation to a state-of-the-art, E-Service contact center.
• Dave Brown has helped many clients determine if outsourcing a portion of their support calls would be beneficial.  We do the analysis, help you select the right outsource partner, then help you define the relationship and negotiate a contract.
• Dave Brown has helped clients relocate support to reduce costs
• Dave Brown has helped clients set-up European and other international support operations.