Since 1993, Somerset Group Consulting, Inc. (SCGi) has focused on providing management consulting support for contact center managers around the world, with a special focus on the implementation of advanced contact center technology systems. Somerset Group Consulting, Inc. is a certified Minority Business Enterprise by MD/DC MSDC. Our “real quote pricing” policy for projects ensures that we are within budget and provide deliverables on time. Our services will make your contact center the best in class.
- Contact center implementation using callcenterGeniusTM Management Solutions – SCGi uses our proprietary callcenterGeniusTM Management Solutions to provide our clients with a strategic operations plan at the beginning of a project. We design and provide the layout of the proposed contact center to implement cutting-edge technology solutions that improve client performance.
- Assessment of quality management & performance improvement procedures – When SCGi begins a project, our clients can be sure that we will take the time to analyze their current processes against industry-accepted performance metrics, identify areas of risk, and provide solutions to address areas of concern. Our callcenterGeniusTM Operations Analysis Process drives more efficient performance with a high level of quality to improve customer satisfaction and employee performance.
- Design of contact center methods and procedures – We have years of experience designing and implementing training programs and quality-assurance procedures that work to ensure that our clients provide world-class services to their customers on every call. Some of our training courses include One-Call Resolution Training, Discussion Skills, and Problem-Solving for Managers and Agents.
- Technology expertise – We are experts in contact center technology and have developed in-depth knowledge of cutting-edge contact center technology. We work with you to identify technological solutions that will enhance your operation to further improve efficiency and productivity.
