T³ Diagnostic
If you are committed to continual improvement of your contact center, this is the service you need. A T³ Diagnostic provides you with a comprehensive evaluation of the people, processes and technology of your contact center. The Diagnostic includes onsite data collection, the Frontline Diagnostic, a BenchmarkPortal Benchmark Study, a comprehensive Diagnostic Report, an Action Item Workshop and an Action Plan for Change. The Action Plan for Change and our consulting support will guide your continuous improvement for the subsequent 9 - 12 months. 

WFM Diagnostic Tune-Up
If you are committed to continual improvement of your contact center, this is the service you need. A WFM Diagnostic Tune-Up provides you with an objective, expert evaluation of your workforce management policies, practices and technology. The Tune_up is completed remotely and provides you with an Action Plan for Change that will guide the enhancement of your WFM program. 

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Persistent Performance™ Initiative
Persistent Performance^™ is an efficient and effective contact center work culture: a culture that is less concerned about authority or rules and more concerned about results and personal growth. It's a culture that is change persistent: always seeking ways to enhance productivity and results. Your contact center won't realize Persistent Performance overnight but this Initiative will put you on track for the enhancements that are needed to develop a change persistent work culture.

T³ Human Capital Diagnostic
The largest contact center expense is payroll. Logically, it follows that if you focus on employee development, empowered performance and job satisfaction, you will minimize the expense of agent turnover and maximize results.  The question is...how well are you doing in maximizing the potential of your human capital investment? This diagnostic consulting service will give you a report card on the use of human capital in your call center and provide a detailed Action Plan for Change. Your Action Plan will guide you in making positive enhancements that will increase agent satisfaction, enhance performance and improve customer satisfaction.

T³ Process Diagnostic
Business processes are typically the biggest hindrance to contact center effectiveness.  Whether its after call work, call escalation procedures, workforce scheduling practices, attendance policies or budgeting practices, business processes have a dramatic effect on agent performance and customer satisfaction. Your challenge is to determine which of your business processes are causing problems and how to enhance or replace them to eliminate the problem. This diagnostic consulting service provides this evaluation for you.  

T³ Technology Diagnostic
Technology can have a negative impact on agent productivity, customer satisfaction and contact center results.  Do you know if your technology is working for you or against you? Do you know what technology you are missing that could have a very positive impact on productivity and effectiveness? This diagnostic consulting service will answer these questions and more. Your Technology Diagnostic Report will tell you how to maximize the implementation of your current technology and what technology should be enhanced or replaced to assure the results you want over the next 2-3 years.

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Outsourcing Feasibility Study
Should you outsource your contact center functions? Is it operationally and financially feasible? Should you outsource locally, nationally, internationally? An Outsourcing Feasibility Study will give you the information you need to make an educated decision regarding the merits of outsourcing.

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Outsourced Project Initiative
You want to outsource your contact center functions but you have limited information about qualified outsource vendors. Let Amtech expertly walk you through the selection process and place your contact center project with a highly qualified outsourced vendor.

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Interim Contact Center Management
Your contact center manager just quit and you need someone to step in to manage the day to day operations. At the same time, you'd like to enhance management practices to improve agent morale and maximize performance.  Amtech will place a professional, highly experienced contact center manager in your operation for 60 - 90 days to manage the operations and achieve your enhancement goals.

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Cross Functional Teams Initiative
Imagine a contact center where agents are glad to be at work each day, where agents make important decisions that ensure customer delight, where turnover is extremely low and productivity is high.  Is it a dream? Not if you implement Cross Functional Work Teams.  It's not easy to do but the results are worth the long ramp up time. This consulting initiative will effectively and efficiently guide your management team through the implementation of Cross Functional Work Teams.

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Communications Gap Analysis
Low agent morale is often linked to ineffective department and corporate communications.  This consulting initiative analyzes your current communications strategies and defines an enhanced Communications Plan that will keep agents better apprised of department activities, management directives and performance results.

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Motivation/Incentive Plan Initiative
Motivation and Incentive Plans are not easy to design and implement so that they are fair and readily accepted by agents while producing the desired results. This Amtech consulting service guides your management team in the design and implementation of an effective and efficient Motivation or Incentive Plan that achieves and exceeds the results you need.

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Contact Center Build  Initiative
Implementing a new call center is a daunting task. There are technology design considerations, facility design considerations, organizational design challenges, staffing issues, vendor management hassles and business process considerations. Amtech's contact center professionals are highly experienced in implementing new contact centers. And, they have the project management skills to efficiently and effectively guide the implementation of your new center. Commission a Contact Center Blueprint to guide the design and implementation of your new call center.

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Workplace Ergonomics Gap Analysis

Your workplace design does not have to expensive. The furniture does not have to be state-of-the-art. However, it must be functional and things like ergonomic chairs and desks need to be used correctly to minimize agent discomfort that can lead to workman's comp claims. This diagnostic consulting service evaluates the design of your work environment and provides an Ergonomic Action Plan that will guide you in enhancing your workplace.

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Recruiting Plan Gap Analysis
Recruiting the right agents is the first step toward high productivity and effectiveness accompanied by low turnover. Amtech will evaluate your recruiting processes and materials with the goal of making specific recommendations for change. Once the changes are implemented, you will see a dramatic improvement in the success of your contact center and the turnover of your agents.

Workforce Management Diagnostic
Scheduling the right people to handle calls and other contact methods, at the right time, is critical to the success of your contact center. Amtech will evaluate your workforce management tools,  procedures and schedules to identify how your team can do a better job of managing schedules.

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Site Selection Initiative
You need to implement a new call center but you're not sure where the best place is to locate the new facility.  Amtech's Site Selection Initiative is quick way to knowledgeably evaluate various site options (national or international) and choose the most feasible place to locate your new facility. This service taps a worldwide knowledge base of city/region information to give you the analysis you need to make an educated decision regarding your new site.

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Performance Plan Gap Analysis
Managing agent performance can be a policing/remedial effort or a coaching/development process and it all starts with competencies and metrics.  If you're not tracking the right competencies and metrics, you'll get results you don't want. And, if you're policing and correcting, you'll get unhappy agents and high turnover.  This diagnostic consulting service evaluates the components of your performance management plan to give you a detailed Action Plan for Change. When you implement the plan, you'll realize improved agent morale, enhanced customer satisfaction and better contact center results.

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Call Guide (Scripting) Development
The biggest challenge for new agents is learning what to say in each customer call to accurately and efficiently meet the customer's needs. A Call Guide (script or Desk Reference) dramatically reduces an agent's learning curve and serves as a ready resource for refresher training. Whether its for a sales or service environment, a Desk Reference Call Guide is a necessary tool to train new agents and coach low performers. In this Amtech consulting service, we collect the information needed to produce an effective call guide for your agents.  Your management team will then be empowered to enhance and maintain the Desk Reference on an ongoing basis.

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The T³ Resource Line
What would be the value of having an expert you could call on for any contact center topic? That's Amtech's T³ Resource Line. Whether your issue is related to the people, processes or technology of your contact center, Amtech has the experts who can help you resolve it through this telephone-based consulting service.

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Consolidation Feasibility Study
You have multiple sites and need to determine if it's economically and operationally feasible to consolidate into fewer locations. This consulting service produces a Feasibility Study that you can present to your executives or board members to decide the merits of consolidation.

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Consolidation Initiative
You have decided that you want to consolidate multiple sites into fewer locations but you don't have the time, expertise or resources to complete the process with your internal staff.  Let Amtech's experienced contact center managers and technology specialists manage the consolidation for you.

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Benchmark Study: Metrics
Benchmarking is the ideal way to maintain a Continuous Improvement Initiative. This Benchmark Study gives you a comparison of your performance metrics to those of a peer group that you define. Amtech conducts the Study as a certified Benchmark Auditor with Purdue University's BenchmarkPortal service.

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Benchmark Study: Best Practices
Benchmarking is the ideal way to maintain a Continuous Improvement Initiative. This Benchmark Study is customized to compare key business practices to a peer group that you define. Amtech guides you in defining the business practices to compare and then conducts the study for you.

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Organizational Design Initiative
Re-organizing your call center is an effective way to streamline operations, minimize dead weight and enhance agent effectiveness. Amtech will evaluate your current organizational design and guide you, using proven change management methods, through the re-organization of your management and agent structures.

Escalation Plan Development Initiative
Do you operate in a reactive way to dramatic changes in call volumes? If so, this service will guide you in the development of a pro-active Escalation Plan that is understood by all and can be easily implemented by your team.

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Profit Center Perception™ Initiative
Are you tired of budget cuts and executives who don't understand the value that your contact center contributes to the organization?  Amtech's Profit Center Perception™ Initiative will guide you in defining the value of your contact center. We will also help you develop a communication process that sends the right message to your executive management team.

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Cost Justification Initiative
Whether you need to add people, invest in enhanced business processes or add new technology, you need to develop a business case to get budget approval.  Amtech's experienced consultants will work with you to quickly develop the cost justification you need.

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Process Re-Engineering Initiative
Streamlining your operations will help you reduce costs and enhance productivity but your challenge is figuring out what to change and how to do it. This consulting service provides an objective evaluation of your current business processes and practices. We then recommend the ideal re-design and guide your team through the change management process.

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Technology Acquisition Initiative
Designing the configuration of new technology and selecting the right vendor is a daunting task. Amtech's experienced technology consultants will quickly guide you through the process while providing expert knowledge about the technology and vendors.

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Technology Implementation Initiative
Implementing new technology takes lots of time and very good project management skills. Amtech's technology consultants know how to manage vendors and get projects completed on time and within budget.

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QA Gap Analysis
Quality Assurance can be very beneficial for continuous improvement or it can be a policing tool that is dreaded by agents.  Let Amtech evaluate your QA process and help you migrate to a more effective QA Plan that motivates the right behaviors and is readily accepted by your agents.

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Call Center Blueprint Development
Implementing a new contact center is a daunting task and it must start with planning. An Amtech Blueprint will clearly document the mission, goal, objectives, ROI, call strategies and implementation plan for your new contact center. It will serve as your guide throughout the implementation process as well as your benchmark for periodic evaluation of results.

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Service Level ROI Analysis
Service Level impacts customer satisfaction and operational costs. Amtech will conduct an ROI Analysis to document the elasticity of your Service Level and help you identify the optimal level in a quantifiable way.

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Workforce Management Schedule Development
If you need help developing effective work schedules but don't want to invest in a workforce management system, this is the service for you. An Amtech workforce management expert will use workforce scheduling tools to establish a new schedule for your agents on a monthly, quarterly or bi-annual basis.

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Workforce Management Procedures Development
Effective scheduling is critical to the success of your inbound contact center. Amtech workforce management professionals will work with your team to develop "Best Practices" for your workforce management procedures. The documented procedures will assure uniform workforce scheduling processes and will shorten the learning curve for your next workforce management analyst.

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Disaster Recovery Diagnostic
What will you do with your customer calls if the building must be evacuated or no agents can make it to the office due to a natural disaster?  Let Amtech help you diagnose your current disaster recovery plan and establish a comprehensive Disaster Recovery Plan addressing technology and staffing issues.

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Coaching Plan Enhancement  Initiative
Coaching can be punitive or focused on development. This initiative will guide your organization toward the use of coaching as a positive development tool. Once your agents ask for so they can continually improve their skills and results.

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