Virsten TeleCorp takes pride in offering a wide variety of services for
both existing and start-up service center operations. Our services range
from initial planning to fine-tuning well-established operations. We can
also assist you in training your staff. A sample list of services we have
provided to our existing customers are:
- Design, development and implementation of process diagrams
and procedures for telephone and electronic (WEB and Email)
- Defining and implementing performance measurements for call
- Integration of service center/help desk tools and processes
- Development of Service Level Agreements
- Assistance with selection of Outsourcing
- Productivity improvement
- ACD set-up and menu design
- Selection of support tools (ACD, CRM systems, knowledge bases)
- Support web site design
- Technical Publications development (User Guides, System Admin.
- Project management
- Employee training in communication and how to handle customers
- End User training course development and delivery (Software/hardware
- Tool training – Call Management Systems, ACD's, Web tools,
We include a roadmap for your company that will guide you as you go through
the steps of improving your operation and achieving Customer Service
Design and Start-up Services
When building a Customer Service Center, your goal is to do it right
the first time. Having the advantage of providing excellent customer service
from day one sets you apart from your competition in that you do not have
to spend all your time “fire-fighting”.
Virsten TeleCorp can help you develop a comprehensive Support Plan, as
well as workflow processes and procedures that will take you from the
start-up phase to a well-established “leading edge” service
organization. We can also assist you with execution of your support plan
and in training your staff in how to communicate with your clients.
^back to top
Audits and Assessments
Virsten TeleCorp provides detailed audits of Help Desks, Support Centers
and Customer Call Centers. We include a roadmap for your company that
will guide you as you go through the steps of improving your operation
and achieving Customer Service Distinction.
Customers use our recommendations to improve efficiency and increase employee
and customer satisfaction, and to prepare for service center certification.
Assistance with build out and improvement
of existing service operations
Once you have established your Customer Service Center your management
team often face the challenges of supporting multiple products, handling
skyrocketing workload, dealing with unhappy customers and in general trying
to keep their heads above water.
Virsten TeleCorp Consultants have 20 to 30 years of experience managing
Help Desks, Support Centers and Call Centers, as well as a background
in technical roles and in-field experience. We know how to take an existing
operation, determine what needs to be done and then guide your management
team in improving efficiency, reducing costs and improving both employee
and customer satisfaction.
^back to top
Customized Consulting and Training Programs
Virsten TeleCorp selects only those consulting deliverables that
will give you the most “bang for the buck” both short term
and longer term. We learn about your operation and specific needs first,
and then provide only those services that will give you the most payback.
We always customize the delivery of training
at no additional cost using your terminology and we refer to your specific
processes and procedures whenever possible. We also develop and deliver
customized courseware for training both employees and customers in software
and hardware products.
^back to top