Segments / Call Center

Call Center: Discover the Paragon partnership

With the growth of the online market and an increasingly demanding client regarding information and relationship quality, and seeking customization, creating effective service structures has become an even greater challenge.

The Call Center segment is undoubtedly one of the most affected by the evolution of business and consumer behavior.

Managing the service level to respect costs and ensure service excellence is one of the major issues in the industry. Operations in all areas need to be scaled and run with maximum efficiency.

The industry’s competitiveness and risks require accurate planning as the costs associated with its inefficiency are worth millions of dollars.

With its mathematical modeling and scenario simulation solutions, PARAGON technically supports strategic decisions, maximizing return on investments and reducing operating costs.

How to achieve greater team productivity? How to explore human and virtual service using different approaches?

Come and see the value that the PARAGON CONSULTING will add to your decisions towards growth!

Challenges in the call center segment

How we solve your problem

The PARAGON team is formed by experts in decision-making tools. Said tools include statistical, modeling, management and data visualization software and methodologies. We use the most modern state of the art ou latest simulation, optimization, scheduling and data visualization technologies. Our main goal is to offer security for decision making, presenting results and simple alternatives for complex problems that help reaching the productivity and profitability targets through cost reduction and investment optimization.

The service virtualization in the call center

Investing in technologies for virtual service is an inevitable path for companies that intend to sustainably grow their client base, their retention and sales.

With the (expected) growth of the business, we can imagine the complexity of a call center with an increasing number of calls to resolve the most varied issues.

Technological innovations are fundamental to provide speed and productivity to repetitive demands so that human service is directed to matters that require analysis and routing.

It is not always simple to define which automated service tools are ideal. It is necessary to study several aspects, including:

And all this focusing on the major objective: providing the best client experience.

With PARAGON, you can design the desired service structure     , identify the opportunities and risks and the tools to deploy service virtualization with the greatest chances of success.

The digital twins methodology allows you to recognize gains and losses in simulated scenarios and make all adjustments before starting investments.

Process automation in the call center

Permanently investing in automation is an excellent alternative not only for the front-office service, with the right tools, but also for the desired fluency in the processes and the efficient management of the teams’ performance.

It is necessary to invest in the elimination of manual processes, which demand more time from the attendants than necessary (and expected), in addition to a high rate of errors.

Investing in the ongoing improvement of automated processes is also essential, so that they follow the best practices of the moment, whether in reviewing or investing in systems – or in changing current ones.

Processes tend to lose effectiveness if they do not keep up with the (many) strategic changes that the company needs to make to remain competitive and relevant in the market.

Another important automation is the management of performance metrics of attendants, so that the analyzes are uniform and allow quick solutions to prevent continued low performance and allow the review of indicators and goals.

As we can see, this is a highly complex scenario, which involves technological resources, business goals and human resources.

How is it possible to reconcile all these factors in a project and leverage each one of them so that the result is a qualified service for the client and efficient for the company?

PARAGON works with call center sizing projects by surveying the current scenario and creating simulated structures that allow for the assessment of critical factors.

Consequently, it is possible to have quick wins at all points and perennial gains in an ideal scenario built from the studied simulations.

Automotive: Paragon Clients

In the digital age, adding an extra attendant or deploying an inefficient chatbot is simply not enough. You need to test and measure alternatives to ensure operational excellence. Demanding clients and the ease of spreading information in the event of a bad service are tangible and intangible costs that can damage a company’s reputation and risk millions in lost sales. A lot of planning and a digital twin are essential to test alternatives.

Do you want to bring data excellence to your project to make the most assertive and secure decisions about your call center service?

PARAGON can be your ally!

Click below and a specialized consultant will contact you to know your goals and show our partnership that adds value!