Industry Expertise.
Blaire Group analysts have overseen a variety of call-center applications and outsourcing projects for its clients. As an expert, third-party consultant, our clients defer to our leadership for project definition, vendor selection, vendor negotation, and vendor deployment. As our business expands, the need increases to offer more and varied solutions for our client base in the form of Blaire Group Certified Call-Centers.

Call-Center Selection Services.
Because selecting the wrong call-center is costly, Blaire Group analysts are retained by both large and medium sized sales organizations to assist with call center selection. Blaire Group helps its clients determine the best call center option available relative to each of our clients' unique requirements. Our analysts continue to thoroughly examine call center operations throughout the world, and only recommend Blaire Group Certified Call-Centers to its clients.

Critical Competency Checklist.
Our Critical Competency Call-Center Checklist guides us in determining the performance capabilities of call-center providers. Our quantitative, weighted scoring system provides independent, objective assessments so that we can match our clients' unique requirements with at least 3 call centers that have passed our rigorous assessment criteria. We often solicit price quotation proposals and manage the entire selection process for our client's unique needs and requirements.

Examples of Call-Center Analytics.
Performance levels of all centers can be determined by several standard traffic measurements, also referred to as call-center analytics. Below are examples of such analytics.

• What is the average amount of time a caller is required to wait while waiting in a queue?
  
• What is the average talk time (ATT) or the typical amount of conversation time?
  
• What is the average handling time (AHT) or the typical amount of time spent dealing with the customer? The AHT is equivalent to the ATT plus time spent wrapping up as well as time spent holding on.
  
• What is the number of calls that an agent answers in one hour? In call center lingo this is referred to as CPH.
  
• What is the Service Level of the call center or the percentage of calls that are attended to within a specific time frame?
  
• What is the amount of time that an agent spends while processing customer requests whilst not actually talking to the customer? This is referred to as NR- Not Ready Time or ACW- After Call Work.
  
• What is the percentage of calls that a customer abandons the call completely due to having to hold on for a long time in a queue? This is called Percentage of calls abandoned or Total calls abandoned and happens in call centers that do not sufficient staff to handle the high volume of calls.
  
• What is the percentage of calls that resolve the customer's issues entirely? Resolving it completely means that the customer does not find it necessary to call back regarding the same problem at least for a specified minimum period of time. This is called First Call Resolution or FCR.

Call-Center Business Value Assessment.
Because performance levels vary, Blaire Group analysts are cautious. We only recommend call-centers where we have conducted an on-site, Business Value Assessment. Blaire Group's Business Value Assessments are rigorous, objective, and comprehensive. The goal of each assessment is to thoroughly understand your call-center's business in the following terms:

• Operations
  
• Management
  
• Business Process
  
• Talent
  
• Financial Strength
  
• Scalability
  
• Technology Prowess

Call-Center Certification.
Your call-center can become eligible for Blaire Group Certification by completing an on-site, Business Value Assessment.

---

---

Register for a FREE Webinar entitled Trends Driving World-Class Call Centers
Please register by completing the form below.