Enterprise Call Center Solutions

Boost your Contact Center Performance

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MICHAEL CCS LOGO

Core Competencies

  • Executing and driving consistent best practices for multiple clients in medium to large contact centers
  • Customer Service improvement and Execution on KPI’s in omni-channel environments
  • Direct to Consumer Marketing, Sales and Customer Retention
  • Building High-performing work cultures and Employee attrition reduction
  • Call center technical expertise in evaluation and implementation of all hardware/software
  • Management of Bilingual lines of business
  • Strategic and Tactical Business Planning and Growth
  • P&L and Budget Management for multiple Lines of Business and locations to $50M
  • Consumer Marketing and Data Analytics based performance improvement
  • RFP preparation, business proposals, and C-level presentations
  • Vendor Management

Contact Center consulting and management providing assessment, planning, and implementation services to optimize mission-critical resources – people, process, and technology.

  • Strategic and tactical goal development and implementation for Direct to Consumer Marketing and Sales
  • Hiring, Training and key employee reviews to ensure teams are staffed with high performing individuals.
  • Hands on management of BPO/ In-House/Near Shore and Off Shore Call Center Operations including Call Center vendor selection and management. Assistance with site location, market analysis, contract negotiations, RFP preparation, and C-level presentations.