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Optimizing the Support Center Model


 


Areas of Expertise
  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.

© Support Center University 2001-2009