Call Center Consulting Services
With 20+ years of experience, Stafford Communications 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.
Stafford Communications empowers companies to improve their internal call centers through process improvement initiatives, training, consolidation and restructuring.
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.
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.
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
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 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
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
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.
Our Crisis Management Niche:
- Managing crises in highly regulated industries including pharmaceutical, healthcare, food, consumer packaged goods and beauty care.
