An Integrated Approach

Our services 

  • Customized training development:
    Creation of training programs to meet specific operational or change goals based on assessments of current operations and objectives

  • Quality assurance setup and audit:
    Review of interactions with customers and provide input on structured approach to coaching or changes in process needed to improve how customer needs and contacts are handled

  • Knowledge management implementation:
    Development and implementation of knowledge management systems and AI-driven capabilities that facilitate effective information sharing and preserve valuable institutional knowledge within an organization

 
we assess skill gaps and help match teams with the right training

Key benefits

  • Enhanced agent performance: Through targeted training programs and effective knowledge management strategies

  • Improved customer satisfaction and loyalty: With thorough quality assurance processes that exceed industry standards

  • Increased agent efficiency: By streamlining knowledge flows and making critical information readily available

 

Our expertise

Training content development:
We develop training programs that empower your team members with the skills they need to thrive within your organization. Our training will prepare your staff for the challenges of your industry with everything from executive coaching for call center leaders to specialized skill workshops for agents and supervisors.

Quality assurance consulting:
Our quality assurance consulting services focus on improving your standards across all operations. We specialize in setting up and optimizing QA processes to help your customer interactions meet the highest quality standards.

Knowledge management consulting:
Effective knowledge management is essential to maintain the intellectual capital of your organization. We help you design systems that facilitate seamless knowledge transfer among team members by making information easily accessible and digestible.

FAQ

  • Quality assurance consulting focuses on making sure that an organization's interactions with its customers, regardless of channel, are focused on delivering the best outcomes for customers. This form of consulting provides strategies, methodologies and tools to enhance the quality and reliability of agent interactions with customers and aligning their processes with critical drivers of customer satisfaction.

  • Training creates the backbone of a team that is confident and capable of performing effectively. It helps close skills gaps, introduces new competencies and keeps your team updated with industry standards.  In the current age of rapid changes in the skills required to be a superagent, thinking through your training plans and ensuring you are training new skills is more important than ever.

  • Effective knowledge management helps in capturing, distributing and effectively using knowledge. With it, valuable insights and information are readily available to all employees.

  • Absolutely. We pride ourselves on offering management consulting services that uniquely fit the needs of each client, whether it's training, quality assurance or knowledge management.  We focus on understanding your context and delivering outcomes that meet your needs.

 

Ready for change?

Equip your team with the knowledge, skills and processes they need to thrive. Contact Blue Orbit Consulting today to discover how our training, quality assurance and knowledge management services can improve your operations.

 

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