Seize the opportunities and avoid common pitfalls with advice from a  top call center expert with 22 years experience.

        Next Level Productivity Assessment™

Reach the "next level" of profit and productivity faster & lower costs

The Next Level Assessment™ pinpoints your service center on the "Developmental Continuum." The Assessment Report and Recommendations provide you with a road map to evolve to the "next level."

     Managers Need Answers

     Examples of reasons managers request an expert assessment

• Operational challenges aren't being resolved quickly enough.
• Management wants to benchmark against best in class call centers.
  

• Front line morale is low and not bouncing back.
• Budgets have been cut and management needs to rank priorities.
• FCR and customer satisfaction are trending in the wrong direction.
• Too much turnover is impacting customer satisfaction and increasing
  personnel costs.
• Number of incoming repeat calls are increasing.
• Customer complaints are increasing; upper management & regulators
  want  answers.
• Management wants an unbiased, outside expert to assess the situation and give them recommendations for improvement.
• Recent internal changes have made employees exhausted & uneasy.

                        Outcomes

• Pinpoint your contact center between a Level 1 and a Level 4 on the Developmental Continuum.
  
  
• Receive detailed recommendations guaranteed to increase customer satisfaction, reduce operating costs and enhance employee productivity.  
  
  
• Validate existing processes and practices that are working well.  
  
  
• Identify potential obstacles to reaching the "next level" on the Developmental Continuum.

                  What Clients Say

Progress Energy -- Mike Ligett, Manager of Mass Markets  
"Progress Energy found Barbara's Next Level Reports & Recommendations extremely helpful. The information she provided based on her visits and her "Magic Wand" survey have been really useful to us as we improve our hiring, training and incentives and work towards a customer-centric culture. The overall report exceeded our expectations and we look forward to implementing many of the changes Barbara recommended to improve our performance."

Kansas City Power & Light --  Susan Nathan, Manager
"Barbara's Next Level Reports & Recommendations contain a very comprehensive and thorough situational analysis. She frankly discusses what's not working and highly praises what is. The Report presents a view or picture of a potential desired state, and gives us options and recommendations that are relevant, logical, and proven at other companies. I thought the reports were very insightful." 

                           Contact Barbara today
                      All conversations remain confidential.