LAURA SIKORSKI - THE

CALL CENTER MAKEOVER EXPERT !

ARE YOU EXPERIENCING . . . HIGH - Turnover, Absenteeism, Noise Levels, Staff Errors, Abandoned Call Percentages, Queue Times . . . LOW - Morale, Productivity . . . WEAK - Supervision, Internal Communications . . . MINIMAL - Empowerment, Accountability, Upselling

IS YOUR STAFF COMPLAINING ABOUT . . . Stress . . . Headaches/Backaches . . . Cramped Workspace . . . Too Much Light . . . Too Little Light . . . Air Quality . . . Paper Pollution . . . Compensation . . . Angry Customers

ARE YOU . . . Moving . . . Expanding

THEN . . . LET US GIVE YOUR CENTER A "MAKEOVER"

We use the following management strategies to assist our clients in developing world class environments:

• Customer Relationship

• Facilities

• Human Resource

• Process

• Technology

Customer Relationship Management (CRM) is the multifaceted approach to marketing, sales and customer care used by corporations to become more customer-driven, increase customer loyalty and improve business performance.

OUR VALUE: RECOMMENDATIONS THAT BROADEN AND IMPROVE THE WAYS CUSTOMERS DO BUSINESS WITH YOU

YOUR BENEFIT: INCREASED COMPETITIVE EDGE, HAPPY CUSTOMERS, INCREASED PROFITS

Facilities Management is the ability to design an office environment following the building blocks for Office Layout, Furniture, Acoustics, Climate and Lighting to attract staff and assure the safety and welfare of all employees.

OUR VALUE: RECOMMENDATIONS THAT WILL IMPROVE PRODUCTIVITY AND UTILIZE THE OFFICE ENVIRONMENT FOR MAXIMUM EFFICIENCY

YOUR BENEFIT: REDUCED STRESS, ENHANCED SUPERVISION, REDUCED NOISE LEVELS

Human Resource Management is the ability to determine the organizational structure, job/function definitions, compensation, and training programs for the staff, who fulfill customer requests, perform the support functions and who supervise and manage.

OUR VALUE: RECOMMENDATIONS THAT WILL IMPROVE COMPANY MORALE AND MOTIVATE STAFF

YOUR BENEFIT: REDUCED TURNOVER, REDUCED ABSENTEEISM, INCREASED EMPOWERMENT

Process Management is the proactive anticipation of customer needs with documented policies and procedures in place to resolve all issues through consistency and employee knowledge.

OUR VALUE: RECOMMENDATIONS THAT IMPROVE QUALITY ASSURANCE AND OPERATIONAL EXCELLENCE

YOUR BENEFIT: MAXIMIZED STAFFING, INCREASED INTERNAL COMMUNICATIONS, IMPROVED SERVICE LEVELS

Technology Management is the mix of telephone and information technologies that provide never fail choices for customers to reach companies when and how they want and obtain the same service regardless of the venue chosen.

OUR VALUE: RECOMMENDATIONS THAT ENABLE TECHNOLOGY TO PROVIDE SOLUTIONS FOR YOUR BUSINESS NEEDS

YOUR BENEFIT: MEANINGFUL MANAGEMENT REPORTS, INCREASED PRODUCT KNOWLEDGE, FASTER RETURN ON INVESTMENT

WHO IS LAURA SIKORSKI . . .

She is the recipient of Call Center Magazine's 1998 Pioneer Award in honor of her significant accomplishments and contributions to the call center industry.

As an industry expert, Miss Sikorski has spoken at conferences sponsored by Advanstar, Incoming Call Center Management Institute, Angus TeleManagement Group, STC, International Communications Association (ICA), International Customer Service Association (ICSA), Office Planners Users Group and ICCM - World Conference on Incoming Call Center Management.

She has written articles for Service Savvy, Quality Service Update (publications of the American Management Institute), Sales and Marketing Strategies & News, Service Level Newsletter, Call Center Management Review and Teleconnect Magazine.

As an industry expert, Miss Sikorski has been quoted in Call Center CRM Solutions, Service Level Newsletter, Call Center Management Review, Call Center Magazine, Inbound/Outbound Magazine, Update - The Executive's Purchasing Adviser (a publication of Buyer's Labs), Newsday, Executive Management Forum (a publication of the American Management Association) and Fortune Magazine.

Miss Sikorski is a Member and Past President (1993-1995) of the Society of Telecommunications Consultants (STC). The STC is an international association of independent consultants dedicated to maintaining the highest ethical and professional standards in the industry.

She is an Honorary Member of the National Bureau of Certified Consultants.

CONSULTING EXPERTISE

OFFICE OPERATIONS

• Audits
• Strategic Action Plans
• Development and Maintenance Advice For:

• Service Levels
• Call Processing Standards
• Budgets
• Management Reports
• Forecasting
• Staffing
• Scheduling
• Policies and Procedures
• Training Curricula and Programs
• Human Resources
• Caller Fulfillment
• Telephone Etiquette

OFFICE ENVIRONMENT

• Site Selection
• Space Planning
• Electrical, Mechanical, Structural and Interior Design
• Furniture Design
• Furniture RFPs and Vendor Selection

TELECOMMUNICATIONS

• Development of RFPs and RFQs
• Vendor Selection
• Contract Negotiations
• System Design
• Data Integration
• Implementation

REPRESENTATIVE CLIENT LIST

Boeing Employees' Credit Union (BECU)

Designatronics

GiftCertificates.Com

Direct Marketing Enterprises

United States Postal Service (National Service Centers)

Daimler - Chrysler Corporation

Deutsche Bank

PriCellular (CellularOne)

Mentor Corporation

MCI Wireless

Modell's Sporting Goods

Video Tutorial Service (Math Made Easy)

Carey International

Nielsen Media Research

EXAMPLES OF PROJECT DELIVERABLES

GIFTCERTIFICATES.COM

• Acting Director of their call center (3months)
• Responsible for all aspects of operating the call center
• Budget adherence
• Migration plan (telecommunications, staffing and call volume) to close their New York City call center and relocate all functions to Carlstadt, New Jersey
• Reviewed, developed and made modifications for agent seat requirements, staffing plans and staff schedules
• Reviewed, developed and made modifications for call volume migration based on type of calls, time of day and day of week
• Telecommunications system data base design and installation
• Workforce Management System selection
• Revised organizational chart and hired appropriate management staff
• Revised Training Curricula and Program
• Developed Policies and Procedures for intra-company relationships with the call center

DIRECT MARKETING ENTERPRISES

• Call center operations audit
• Budget preparation (Operations, General Administration and Capital)
• Migration plan (telecommunications, staffing and call volume) to close their Westbury call center and relocate all functions to Fredericksburg, Virginia
• Reviewed, developed and made modifications to ACDs, local and long distance networks
• Developed customer notification marketing pieces
• Developed new scripting for ACDs
• Reviewed, developed and made modifications for call volume migration based on type of calls, time of day and day of week
• Site Selection
• Office Layout
• Agent Workstation Design
• Construction Project Management
• Furniture, Fixtures and Equipment selection and installation
• Telecommunications systems RFP, selection, data base design and installation
• Workforce Management System RFP, selection and installation
• Agent Monitoring for quality assurance Software RFP, selection and installation
• Interviewed and hired management staff based on recommended organizational chart
• Training Curricula and Program

UNITED STATES POSTAL SERVICE

• Call Center Program Development
• Site Selections
• Office Layouts
• Agent Workstation Design
• Service Bureau RFPs and Evaluations
• Training Curricula
• 21st Century Technology Strategic Plan

FOR FURTHER INFORMATION

EMAIL: lsikorski@laurasikorski.com

  SIKORSKI-TUERPE & ASSOCIATES

Centerport, Long Island, New York 11721-1644

(631) 261-3066 

 WE CONSULT DOMESTICALLY AND INTERNATIONALLY