The faculty members at The Call Center School are also active industry consultants who have assisted call centers of all types and sizes with operational and strategic issues.

Our three popular consulting offerings are the Call Center Check-Up, Training Needs Assessment, and the Call Center Workforce Management Check-Up. These comprehensive assessments review current call center operations and identify opportunities for improvement.

Other recent consulting projects have included:

• ACD/IVR design for multi-state bank
• Multi-state operational audit for national insurance company
• Workforce planning and budgeting for seasonal catalog
• Service level analysis for large Northeast utility
• Outsourcing analysis and negotiation for major urban hospital network
• Call center facilities design for major oil and gas company
• RFP development and technology selection for large non-profit agency
• Forecasting/scheduling process audit for major airline
• Help desk call flow and routing design for large software manufacturer
• Site selection projects for growing financial institution
• Region and product assessment for large economic development council

Specific project details and references are available upon request.