Call Center Clients and Major Projects
Verizon, AT&T, BellSouth, the Philadelphia Department of Revenue, the Carlson Marketing Group, SAFEWAY Incorporated, Discover Card, PNC Bank, American Express, NYC E-911, Howard County E-911, Onodaga County E-911, LA E-911, Chicago E-911, Baltimore City E-911, Gateway 2000, CenturyLink, the Puerto Rico Telephone Company, Wordright, Massachusetts Department of Employment and Training, Master Software, Telecorp, Artistic Greetings, and many others.
We have delivered services across the United States, Australia, New Zealand, Singapore, Hong Kong, Canada, the Netherlands, Puerto Rico, Ireland, and the United Kingdom.
Somerset Group Consulting, Inc. is a certified Minority Business Enterprise by MD/DC MSDC.
Past Projects
- Cutover of LAN Agent Monroe Internet Center, San Marcos, TX; Mountain Home, AR; Alexandria, LA, Kalispell, MT; Gig Harbor, WA; Lebanon, OR; and Lorain, OH.
- CC MIS Training for 22 organizations in the United States and Canada in 2010.
- Implementation of virtual large team for Windstream Communications.
- Implementation of CC MIS as a part of the E-911 projects in Los Angeles, CA; Onedoga County, NY; Chicago, IL; Howard County, MD; Philadelphia, PA; New York, NY; and Baltimore, MD.
- Strategic Operations Plan for CenturyTel Customer Service Department.
- Network Analysis for CenturyTel Customer Service Department.
- Communications Plan for CenturyTel Customer Service Department.
- Strategic Operations Plan for CenturyTel Operations Department.
- Network Analysis for CenturyTel Operations Department.
- Communications Plan for CenturyTel Operations Department.
- Cutover of Spectrum ACD, La Crosse, Wisconsin and Shreveport, LA.
- Completion of Business Case for Large Team ACD systems for Sprint Contact Centers in the USA.
- Completion of Operational Review and Work Process Redesign for City of Philadelphia Department of Revenue Collections Department.
- Implementation of Complex Business Management Process in BellSouth’s 17 Major Account Contact Centers.
- Delivery of the Total Contact Center Management Course to over 420 managers.
- Completion of a Contact Center Strategic Operations Plan for Liberty Mutual Insurance Company, Inc.
- Design and Implementation of a Contact Center Service Bureau for Multienlace in Medellin, Columbia.
- Design of Customer Sales and Service Operational Design for Granahorrar, Bogota, Colombia.
- Design and Presentation of Contact Center Management Course for Bonari, Rio De Janeiro, Brazil.
- Design of Detail Workflow and System Design documents for Bonari, Rio De Janeiro, Brazil.
- Contact Center Management Training and Consulting London, England.
- Contact Center Consulting and Systems Design for the Cleveland Clinic, Cleveland, Ohio.
- Presentation of Contact Center Technology Talk at Contact Center Latin America, in Buenos Aries, Argentina.
- Creation of Staff Estimation Tools for Wells Fargo Brokerage, Charlotte, NC.
- Creation of Staff Estimation Tools for MidContinent Communications, Sioux Falls, SD.
