Call Center Consulting
Empowering contact center excellence for 30 years!

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ICMI is the leading industry expert for improving contact center operations. With real-world solutions led by a team of senior consultants and subject matter experts, we help guide our clients to improve customer experiences and strengthen business results.

No matter your center’s challenges and strategic initiatives, ICMI is ready to partner with you to map out the next best course for elevating your center’s performance and your team’s effectiveness. We recognize that contact center solutions are only as relevant as the challenges they help solve. This is precisely why ICMI considers every client situation from an objective, client-focused perspective. Whether clients know exactly which solutions they need, or have more of an interest in assessing their current environment against industry best practice, ICMI is committed to identifying the best possible solution for each situation.

 

Advisor Solutions

Do you have a specific challenge like workforce management optimization, quality monitoring and/or operational concerns? ICMI’s Advisor Series enables customers to gain access to an incisive and practical action plan that empowers centers to make changes quickly and efficiently. These Advisor engagements typically last just 3-5 days. An ICMI senior consultant will spend 2-3 days on-site observing your operations and making real-time suggestions for improvement, and 1-2 days off-site generating a high-level plan with actionable and prioritized recommendations for advancing the contact center towards best practice. This is an ideal approach for small or rapidly growing contact centers that needs to define and formalize their processes.

 

Operational Assessment

A full operational assessment provides customers with a comprehensive and holistic review and analysis of your call center, and typically covers the following areas: organizational alignment, customer access strategy, recruiting/hiring, on-boarding/training, quality assurance, performance management/coaching, workforce management, knowledge management, systems (ACD, WFM, IVR, QA, KM, etc.), employee feedback/engagement, customer feedback, process improvement and self-service. Full operational assessments are normally staffed by 2 ICMI Senior Consultants, and are comprised of extensive remote pre-assessment data gathering, 1-2 weeks of on-site observation, multi-level staff interviews (agents thru to directors), focus groups and general discovery, followed by 2-3 weeks of off-site for analysis and generation of the report of findings and recommendations. The project culminates with an in-person read-out and executive level presentation.

The deliverable resulting from a full operational assessment includes a comprehensive and highly-detailed report of findings that provides a gap analysis to best practice, recommendations and prioritized corrective actions, and a fully mature business case analysis to support the findings. Full operational assessments also include access to ICMI on-line and in-person training and events.

 

ICMI Contact Center Site Certification

The ICMI Site Certification Program is a comprehensive management approach that employs a mix of specialized tools, cross-industry best practices, assessments, and proven recommendations that deliver sustained contact center efficiency and effectiveness. Comprised of a four-step process, participating organizations take part in a formal customer management operations assessment, followed by an implementation and audit period, which then prepares them for certification.

Through the ICMI Site Certification Program, organizations are guided through each phase of the process by a team of experts. For any organization that does not meet the requirements, or that needs additional assistance with implementing the recommended solutions, additional support is available.

 

Our Clients Success

Below are detailed examples of how ICMI provided consulting services that yielded tangible, positive results.

Better Understanding of Agent Attrition & Compensation


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Workforce Management & Process Improvements


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Loyalty & Technology Improvements


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Performance Management & Employee Engagement


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Interested in ICMI Consulting?

For more information or a detailed proposal, please contact us.


A trusted call center partner.

I have had the opportunity to work with ICMI over the last 12 years. The consultants are knowledgeable with real industry experience. I find ICMI very flexible and willing to work with a company to meet their overall strategy; while increasing call center knowledge and best practices in the organization. I see ICMI as an unbiased partner helping ADP provide exceptional service.

Dan Hammelman, Vice President, ADP Inc. National Accounts Service Center

ICMI helped prove our staffing requirements to our senior management team and got us the budget we needed. They provided a service far beyond the metrics, and produced such positive, successful results that we know our customers and our employees will be very happy!

Mary Beth Harbin, Vice President, BankPlus

The ICMI team of consultants came to our facility to assist in the development of our frontline leaders. Their process of interviews, role-plays and coaching worked extremely well. It gave us the foundation for continuing development of our frontline leadership. I would highly recommend this process for organizations that are willing to invest in their leadership to enhance the organization’s performance.

Natalie Moyer-Gaunce, Operations Manager, Humana

In less than a week, ICMI helped us to start solving our call center challenges. Unlike other consultants we’ve worked with, ICMI gave us practical, affordable, actionable recommendations along with a simple implementation plan. Within a few weeks, our efficiency improved, staff morale improved and, most importantly, our customer satisfaction improved. I’d recommend ICMI Consulting without hesitation.

Aaron Shipper, President, Mayflower National Life Insurance

After participating in ICMI’s Complimentary Quality Self-Assessment Scorecard, I noticed our Quality Assurance program was performing well overall, but there were a few specific areas where we could improve. I reached out to ICMI to ask how we might enhance our QA program; ICMI came in and worked with our Navy Federal team to optimize many areas of our QA program, and offered a number of valuable recommendations. I’d recommend ICMI to any company looking to take their call center the next level.

Kathryn L. Fish, Manager, Resolution & Quality, Navy Federal Credit Union

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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