- Blaire Group

Call Center Assessment-Referral Services



Industry Expertise.
Blaire Group analysts have the ability to refer numerous business relationships to your call-center.  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.
Blaire Group analysts have invested hundreds of man-hours observing call-center agents execute talk-time practices throughout the world.  Our Call-Center Scorcard  methodology helps our your call-center clients experience a painless, successful selection process. Because selecting the wrong call-center is costly, Blaire Group analysts are retained by both large and medium sized corporate organizations to assist with call-center selection.  We help our clients determine the best call-center option available relative to  project 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 that have passed our rigorous, on-site  Call-Center Certification process.   The goal of each assessment is to thoroughly understand a 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, Certification Assessment.  Call-Centers that have been assessed receive a copy of your completed Assessment Report and qualify for one of the following rankings:  World-Class, Recommended, or Not Recommended. 

Enjoy the Benefits of New Client Referrals.
Register to become a Blaire Group, call-center certified organization now.

Click here to start earning money on your referrals today.


Register for a FREE Webinar -- Benchmarking World-Class Call Center Operations
Please register by completing the form below.

 


Blaire Group's critical competency scoring methodology determines whether your call-center can be certified and placed on our recommended list of world-class organizations.

Call-Center Assessment Scorecard
(click for larger view)
Scores are carefully determined by using Blaire Group's Weighted-Value-System for factors that you deem most important.

Agent vs. Team Comparison Graph
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