Call Center Consulting Services

With 20+ years of experience, Premier NX offers expert call center consulting services, from process improvement to training, compliance and more. As a consulting company specializing in customer service, compliance and marketing, we offer a full range of services. While they are all interconnected, they are all a la carte. Whether connecting with your customers or improving your internal call center through process improvement initiatives, training, consolidation and restructuring, we develop customized solutions that fit your unique program and organizational needs.

We are the complete opposite of one-size-fits-all. We work the way you want – not within confines of our own business model. This attitude is the foundation of our success and our long-term client relationships.

Premier NX empowers companies to improve their internal contact centers through process improvement initiatives, training, consolidation and restructuring.

Organizational Assessments

Our customer care quality and performance assessments help organizations reset their strategic direction, improve operational efficiency and drive world-class levels of performance, while improving customer satisfaction and loyalty.

Quality and Compliance

Do you lay awake at night wondering:

Are we protecting our customers’ personal information and meeting applicable regulations and guidelines?
Do our vendor partners consistently comply with our company standards?
Are we effectively tracking compliance internally and with our vendors?
Is everyone in our company trained on adverse event reporting, good documentation practices and HIPAA?
Would we benefit from third-party monitoring of representatives and data to improve quality and ensure compliance?
When was the last time we conducted an organizational audit, gap analysis or risk assessment?

If you are, give us a call.

Quality & Performance Improvement

Consulting & Compliance Brochure

Documentation

We’re known for our expertise in writing and documentation services that help ensure the consistency of customer communications and information:

IVR scripting
Live operator scripts and FAQs
Standard consumer letters
Web Content
Standard operating procedures and process development
Training materials

Online Reference Manuals

We are also known for our proficiency in developing reference manuals- organizing product information, procedures, training and other critical information on-line.

Our manuals will provide your company with:

Reliable, consistent, updated sources of information
A training vehicle for new employees
Information so easily accessible it may even reduce call times

Vendor Management

Our consultants bring over 80 years of combined call center and IVR vendor experience to strategic outsourcing projects. Quality & Compliance Specialists, Inc., a Stafford company, ensures vendors comply with FDA and company guidelines. We manage a comprehensive, customized and objective approach to recommending a solution that supports each organization and its goals including:

RFP development and selection
Call center & IVR vendor management
Strategic analysis of current performance
Program implementation
Training
Standard operating procedure development
Reporting

Training

Training is critical to every program’s success. Our clients confirm that:

“Congratulations on your important contribution to the development of the center! Your work on the training will translate to healthy and happy patients. Thank you for helping make [it] a success.”
– Marketing Manager, global pharmaceutical company

“Thank you for training our staff! My team really enjoyed it and I am seeing some benefits from it already.”
– Senior Manager, global personal care company

Our customized management training services include:

Train-the-trainer
Quality Management
Leadership development
Team building
Technical materials and presentation development

Our customized call center representative training services include:

Multi-channel communication skills
Negotiation skills
Cross selling
Adverse event, quality complaint handling
HIPAA and Good documentation practices

Staffing

Is staffing your contact center a painful task that takes you and your team away from focusing on your core business?

At Stafford, staffing is core to our business.

We fill your contact center with college-educated, highly trained professionals at our site or yours. We manage permanent assignments as well as temporary, temp-to-hire and long-term consulting engagements. We also do train and manage so you don’t have to … ensuring your customers are treated to exemplary service with every contact.

Our Staffing Niche:

Call center managers and representatives who specialize in pharmaceutical, healthcare, food, consumer packaged goods, beauty care and other specialties
Bilingual representatives
Experts in CRM applications including SAP, Wilke Global, Astute, Zendesk, Salesforce and others
Healthcare professionals including nurses and dietitians
Teachers
Help desk professionals

Value-Added Staffing:

Project managers
Contact center operations experts
Quality and compliance consultants
Marketing professionals
Human resource professionals

Crisis Management

No one ever welcomes notice of a crisis. It’s that heart-pounding moment that calls for an immediate deep breath … and immediate action.

Stafford Communications knows how to take that deep breath and spring into action. Since our start in 1995, we’ve worked with many companies to ensure their contact centers are mobilized for when a crisis hits. We spend a lot of energy preparing to be ready to take care of our clients’ customers in these critical situations. So when a crisis hits, our clients breathe just a little bit easier.