402.541.4000
Welcome to Walz Call Center Consulting, Inc.
Focus on the Front Line -- where it really counts!
If you are responsible for the success in a Call Center, whether outsourced or internal, you are under significant pressure on a daily basis.
You have pressure to keep labor costs as low as possible.But, you also have pressure to keep customer satisfaction foremost in mind.And, you likely have revenue generation goals on top of everything else.This is where "Walz Call Center Consulting, Inc." comes in. Owner and founder Vicky Walz brings 25 years of call center experience to the market, focused on three key areas:
CoachingConversionControlSuccess happens on the front line, yet this is where companies tend to invest the least. Companies who recognize that Supervisors and Agents will make or break success are those who are leaders in their respective industries.
Vicky Walz personally works with your call center Supervisors to give them new skills in coaching, and also provides your Agents new approaches to sales conversion and call control.
Your return on investment is virtually immediate. You can count on improvements in:
Employee Communication, Attitude, and AccountabilityRevenue Generation and/or Customer Satisfaction & LoyaltyTalk Time optimizationThese improvements translate into real dollars. Consider this:
1-3 percentage point improvement in sales conversion can mean thousands of dollars in new revenue.3-5 percentage point improvement in end-user customer satisfaction scores can lead to material improvement in long term loyalty.5-10 percentage point improvement in employee retention can reduce hiring/training costs substantially.3-5 percentage point reduction in non-productive talk time can reduce labor costs in the long run.Contact Walz Call Center Consulting Inc today, and rather than feeling the pressure of your call center, start enjoying success instead!
Your Supervisors and Agents will be glad you did.
Copyright © 2010 Walz Call Center Consulting, Inc. All Rights Reserved.
News & Events
Contact Vicky Walz, and let's discuss ways to improve your front-line performance.
Consulting on other aspects of your business is also available, including operations, scripting, quality assurance, client services, vendor comparisons, scorecards, and more.
Feel free to call, email, or fill out the form within the "contact" tab on this website.
Phone: 402.541.4000.
Email: vicky@walzccc.com
Here are samples of recent comments from satisfied clients:
From a coaching-workshop participant: "I appreciated you studying up on our company and applying ideas for our area. I had a great experience and learned a lot and will apply what I learned to the next level."
From a business leader who runs an internal call center and is having their quality program revamped: "This is terrific and is a huge leap in the right direction for us!"
Vicky can often be found at events sponsored by these associations:
** Society of Consumer Affairs Professionals
(member)
** Metro Omaha Women's Business Center
(member)
** American Teleservices Association
** Omaha Empowerment Breakfast Group
Services
- Pre-Discovery: Agent Attitude and Needs Assessment Survey
- Supervisor Survey
- Call Monitoring
- Management Round-Table interview session
- Supervisor & Agent Workshops
Recommendations
"Vicky, is one of the most professional, client focused/client friendly, effective managers, that I have ever worked with during my 25 years of being in the call center/outsource industry. She is extremely organized and very effective in Championing client issues internally.
