Sage Advantage's contact center professional services can help you match your customers' needs and your business strategy to call center design, procedures and technology. Our service improvement projects span the range of call center operations, from starting up new service and support centers to analyze call quality to usability testing. Our primary focus is the customer experience, ensuring your center delivers high quality service.

Focusing on Delivery Quality Service And Reducing Overall Costs

1. Analyze contact call center service delivery processes, technology and staffing. Propose and implant improvements.
   
   
2. At your site, assess CSR strengths and opportunities for improvement. Sage's expert call center managers evaluate training; propose and implement innovations.
   
   
3. Design, develop and implement service and support centers, including facilities layout, software and hardware selection, staffing, processes and procedures.

Research:

1. We have focused our research on specific elements that make up what customers consider quality call center service and those elements that lead to continued customer loyalty. Elements ranging from simple tone of voice to handling complex service situations and even irate customers to use of voice response systems. We have also participated in research studies conducted by the Massachusetts Institute of Technology (MIT).
   
   
2. We continuously compile quality monitoring data to provide our customers with up-to-date quality assurance techniques and trends as well as continuing evaluation and assessment to identify commonalities both within industries and across the global contact center service organizations.