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Services: Assessments and Benchmarking Understand how the linkages between average handle time, occupancy, service level, call quality, training, turnover, employee recognition and customer satisfaction affect your overall performance and cost. Find out how well your contact center compares to the best in the business. Our comprehensive assessments can be completed in two to five days, covering performance management, training, technology, and organization design. • Standards and Measurement What are the best standards to employ, and what should you measure? Find out what works, and what doesn't, so that you can set clear and measurable objectives and then reach them. • Performance and Productivity Learn how coaching, development and recognition leads to the best performance, and see how leading firms improve productivity, increase customer satisfaction and service levels at the same time. • Technology and Infrastructure Find out how the best contact centers in the industry are using technology and infrastructure to drive cost out of their operations as they improve service levels, call quality and customer satisfaction at the same time. • Quality Assurance and Customer Satisfaction See how an effective quality assurance program ties in with customer satisfaction. Learn how the most successful firms measure call quality and customer satisfaction, and improve both using Centech's exceptional coaching and development methods. • Recruiting, Hiring and Selection The importance of finding and selecting the right people is just as important as the right tools and training. Maximizing your investment in your people is an important way to generate higher customer satisfaction, larger market share, and greater long term profitability.

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