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 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.
- Service Levels
- Call Processing Standards
- Management Reports
- Policies and Procedures
- Training Curricula and Programs
- Human Resources
- Caller Fulfillment
- Telephone Etiquette
- Site Selection
- Space Planning
- Electrical, Mechanical, Structural and Interior Design
- Furniture Design
- Furniture RFPs and Vendor Selection
- Development of RFPs and RFQs
- Vendor Selection
- Contract Negotiations
- System Design
- Data Integration
REPRESENTATIVE CLIENT LIST
Boeing Employees' Credit Union (BECU)
Direct Marketing Enterprises
United States Postal Service (National Service Centers)
Daimler - Chrysler Corporation
Modell's Sporting Goods
Video Tutorial Service (Math Made Easy)
Nielsen Media Research
EXAMPLES OF PROJECT DELIVERABLES
DIRECT MARKETING ENTERPRISES
UNITED STATES POSTAL SERVICE
FOR FURTHER INFORMATION
SIKORSKI-TUERPE & ASSOCIATES
Centerport, Long Island, New York 11721-1644
WE CONSULT DOMESTICALLY AND INTERNATIONALLY