OUR SERVICES
EVERYTHING UNDER THE SUN (ALMOST)
Assessment
HEALTH CHECK
Wondering how your contact center stacks up?
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Choose from either a virtual Health Check for Contact Center Operations or virtual Health Check for Workforce Management; both options assess 5 key areas and combine a 1) kick-off call, 2) a health check survey, 3) deep analysis and 4) an executive presentation of your results, insights and recommendations. This actionable report will allow you to focus on the right areas of your center.
SPECIAL! Get your Virtual Health Check for only $7,500 USD
360° COMPREHENSIVE ASSESSMENT
A comprehensive assessment of your contact center or labor planning group.​
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Choose from either a Comprehensive Assessment for Contact Center Operations or Comprehensive Assessment for Workforce Management; both options assess 10 key areas and combine a 1) kick-off call, 2) time spent on-site in your center(s), 3) one-on-one time with agents, front line leaders and center leaders, 4) focus groups, 5) comprehensive surveys in each assessed area, 6) deep analysis, 7) an executive presentation of your results, insights and recommendations and 8) follow-up on getting your actionable recommendations launched.
METRIC DESIGN & EVALUATION
Do you have the right metrics? Are you measuring success the right way?
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We will assess and evaluate your Agent Performance Metrics, Business Success Metrics, Customer Experience Metrics to deliver insights on 1) the effectiveness of the metric to assess success. 2) whether the metric is driving the right behaviors, 3) agent and front-line leader's comprehension of the metric, and 4) recommendations and insights. If you have no metrics currently, or want to redesign your metric program we will work with you to design an effective program of performance indicators.
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Analytics & optimization
EXPENSE OPTIMIZATION
If you need to squeeze every cent out of your payroll expense lines, bring in Metricize Consulting to assess and optimize your spend. We will deliver a thorough review of your budgets, payroll tracking, agent productivity, and customer interaction data and develop in collaboration with you a comprehensive expense optimization plan.
SCORECARDS, DASHBOARDS & REPORTING
Data is data, but can it tell an effective story on it's own? Metricize will work with you to discover the best format for scorecards, dashboards and reporting that incorporates your company's values and brand. We will deliver not just a fancy new report that looks good for the executives, but give you ways to drive narrative, comprehension and understanding of key performance indicators and metrics for all team members - from your agents through to your CEO.
CUSTOM INSIGHTS & ANALYTICS
Bring Metricize in to answer all the burning questions in your center, and prepare you and your team to answer them too! P.S. The answer is almost always 42.
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strategy
ORGANIZATIONAL DESIGN
The organizational design of a contact center is the root of many operational challenges - does your QA report to your front line leader? Is your Real-Time management team visible to your agents? Let Metricize Consulting help you design the right organizational structure, with career pathing, development milestones, clear lines of authority and balance. And not just for your current state either, we can also build a scaling roadmap to show how each new role or net new addition to your organization will deliver value to both your customers and shareholders.
WORKFORCE PROGRAM DESIGN
WFM TALENT SOURCING & RECRUITING
If you are new to the Workforce Management world, or just looking for help in transforming into a world class organization, Metricize Consulting can help!
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We will assess your current state and develop a comprehensive roadmap for developing the vital Workforce Management functions in your center - Budgeting, Capacity Planning, Long Term Forecasting, Short Term Forecasting, Reporting & Analytics, Scheduling, Time Off Administration, Real-Time Management and Metric / KPI management.
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Looking for the perfect candidate? Workforce Planning & Management is an incredibly specialized area, and often-times candidates are difficult to source. Utilize the Metricize network to find your incredible new team member.
LOCATION & SITE STRATEGY
Expense or Experience? Internal or External? Onshore or Offshore? Blended? Language Support or Cultural Competency? All these questions and more should be a part of you location and site strategy. Metricize can help you build a scaleable, diversified, long term solution to your organizations customer experience and support challenges.
Custom Services
Need help with something not on this list of services? Let the experts who have worked with Facebook, Amazon, The Home Depot, Aon and many other world class brands help your center succeed! Contact Us for more information and to get started today!