Contact Centers of America Increases Customer Loyalty Through Consultative Approach Leveraging Vidal Consulting Group And Kenzler And Associates

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Contact Centers of America offers traditional onshore outsourced contact center services, but today CCA announced it will also offer a unique consultative solutions-oriented approach that builds on an active collaboration with Vidal Consulting Group (loyalty and strategy experts) and Kenzler and Associates (contact center process experts). Vidal Consulting Group works in concert with CCA to provide clients with a vision and strategy for building and maintaining customer loyalty and retention through a method call extreme customer satisfaction (XCSTM). Over-emphasis on costs prevents companies from providing long-term value and extreme customer satisfaction.

We work with you to determine all the various customer service and technical support touch points that create loyalty in your customers.

The real value of a contact center is to help an organization deliver extreme customer satisfaction, build loyalty and maximize customer retention. Contact Centers of America (CCA) works as an integrated partner, to understand the needs of client's customers and provide the most robust, cost effective customer service solution available.

While CCA offers traditional onshore outsourced contact center services, today CCA announced it will also offer a unique consultative solutions-oriented approach that builds on an active collaboration with Vidal Consulting Group (loyalty and strategy experts) and Kenzler and Associates (contact center process experts). Vidal Consulting Group works in concert with CCA to provide clients with a vision and strategy for building and maintaining customer loyalty and retention through a method call extreme customer satisfaction (XCSTM). This vision and strategy are implemented at CCA's customer sites by Kenzler and Associates, leveraging the total association into a holistic contact center solution that goes far beyond cost effectiveness. This unique approach, gives CCA customers security, knowing they are not only making a cost effective choice, but are also investing in future growth and brand value.

Extreme customer satisfaction is about customer loyalty and retention - and the future of the contact center business is about creating an emotional response from individuals through interactions with a company and ultimately, how customers feel about "you" (your company). A core value of CCA is the creation of loyal customers through a unique workforce model of individuals trained in how to create and affect the human condition of loyalty. Due to their physical location in the US and American-bred life-style, CCA contact center employees have the cultural awareness needed to create brand loyalty for our clients.

"CCA offers traditional onshore outsourced contact center services, if that's what our customers want, but what sets us apart is that CCA is also a business solution not an offshore outsourced service - we are not just selling "butts in seats". We provide action in partnership with you to review your business objectives and goals," said Joe Jacoboni, president / CEO and founder of CCA. "We work with you to determine all the various customer service and technical support touch points that create loyalty in your customers."

"CCA and XCS(tm) work together with clients to create and maintain a self-sustaining customer-centric culture," said Rudy Vidal, CEO of Vidal Consulting Group, and former Director of Extreme Customer Satisfaction at Panasonic. "It is through our work that we build organizations that accelerate revenue cycles, improve SG&A efficiencies, increase repurchase rates and maximize the lifetime value of customers."

"CCA's contact center business solution approach is new, different and the industry needs it! The three key elements - the design and implementation of support systems that use state-of-the-art hosted on-demand technologies, the workforce model using American "natural human resources" and the consultative solutions-oriented approach deliver customer satisfaction is different from anything that is the "norm" in today's marketplace," said Diane Johnston, managing partner, Kenzler and Associates Inc. "We are intimately involved in our customer's businesses - working in partnership to define, develop and implement the necessary response and service to ensure extreme customer satisfaction."

Using the XCSTM methodology for building customer loyalty and Kenzler and Associates process optimization, policy development and implementation, and specific delivery models, CCA's consultative solutions-oriented approach focuses on a review and evaluation of:

  •     The company's workforce
  •     Strategic customer touch points
  •     An internal skills assessment
  •     Company process / procedures
  •     Company technical support / service
  •     What the company offers in terms of Tier 0, 1, 2, 3, 4 support
  •     Various types of media the company is and can use (IVR, self-help, email, chat, IM, etc.)
  •     How much is being outsourced, versus in-house support
  •     And, how the company's support and service work within marketing, sales, distribution, operations, etc.

The contact center program developed for each of CCA's customers responds and fulfills the individual needs and requirements of each specific organization.

About Contact XCS(tm)
Vidal Consulting Group is dedicated to creating effective customer strategies that build brand loyalty and business efficiencies, and maximize customer lifetime value, reduce costs and increase net cash.

The company's experience assisting fortune 1000, midsized and small emerging companies has allowed the development of proven tools and methods that deliver quantifiable results and return on investment (ROI). Vidal Consulting Group provides detail analysis and action plans that deliver sustainable customer centric cultures and lifetime customers through the management of process, policy and delivery mechanisms.

For more information please visit http://www.rudyvidal.net, call 201-709-9142.

About Kenzler and Associates, Inc.
Kenzler and Associates, Inc. is a team of professionals with extensive experience in customer care management and demonstrated expertise in tactical and strategic operations development with an emphasis in the deployment of organization and technology infrastructure solutions.

The company's experience spans both the establishment of new operations and the re-engineering of existing for improved quality and productivity. The team is skilled in identifying and executing against key service delivery processes, with emphasis on customer satisfaction and retention. The role of Kenzler and Associates is to provide detailed analysis, recommendations, project planning, program implementation and post implementation evaluation, as well as the development and deployment of quality assurance management programs.

For more information please visit http://www.kenzler-and-associates.com, call 1 925 820 3965.

About Contact Centers of America, LLC (CCA)
Contact Centers of America, LLC (CCA) is a new concept in contact center services designed by an industry pioneer, Joe Jacoboni, and staffed by industry veterans who understand the psychology of customer satisfaction and how this psychology changes in shifting economic times. The combination of industry pioneer knowledge, hands-on practical experience with buyer psychology and the incorporation of leading edge technology is a prerequisite for delivering ExtremeCustomerSatisfaction.

Through this combination of experience and technology, CCA overlays a significant experiential advantage on top of a company's product/service offering by nurturing the tentative first time caller or surprising the experienced veteran caller with efficiency and effectiveness.

CCA delivers ExtremeCustomerSatisfaction to companies and their customers through a consultative solutions-oriented approach, state-of-the-art hosted on-demand technologies and a strategic workforce management model, which uses abundant "natural human resources" available in the United States - students, special needs individuals, retirees, stay-at-home parents and veterans, to bring jobs back to America.

For more information visit http://www.contactcentersofamerica.com, call 1 877 999-6222.

Contact:             
Barbara K. Marsh-Wetherell
Marsh-Wetherell Market Relations    
+1 925 933-1907

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B.K. MARSH-WETHERELL

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