Our Process - Solid Rock Consulting

Improve your Net Promoter Score with a dynamic workforce management solution

Research shows that 84% of organizations that focus on improving customer service have seen an increase in revenue. SolidRock consulting can helps increase NPS.

69% consumers recommend a brand after having a positive customer experience

Satisfied customers tend to be loyal and become advocates for your brand. In fact, 69% of consumers are more likely to recommend a brand after having a positive customer experience

Our Workforce Management Consulting Process

Effective processes in workforce management are essential to monitor and improve employee performance, which in turn improves business performance.

As employees are the most valuable assets of any company, the following are some of the critical processes that should be followed:

This is essential to gauge performance and make business decisions

Estimating the workload is crucial for planning short-term and long-term goals and objectives

Improving Operations

Workforce management consultants assist in improving operations through a combination of people, systems, and processes. Utilizing technology, we can help you enhance operational efficiency by:

Automating routine tasks in a call center environment, which standardizes workflows and takes care of repetitive tasks.
Streamlining operations by eliminating redundancy and matching skill levels, which leads to better handling of customer issues.
Managing employees effectively while adhering to labor laws and compliance guidelines, which comes from effective WFM.
Achieving significant return on investment (ROI) through better customer service, reduced labor costs, and efficient infrastructure.

How We Work

Our process of delivering world-class and efficient workforce management consulting services to call centers is simple and straightforward:

1. Understanding your business objectives and requirements

2. Analyzing your current operations and identifying areas for improvement

3. Designing a customized solution that aligns with your goals and objectives

4. Implementing the solution, including automation, streamlined operations, and management of employees

5. Monitoring and reporting to track progress and make adjustments as needed

6. Continuously evaluating and refining the solution to ensure that it remains aligned with your changing business needs.

Our Service Guarantee

We are committed to providing you with the support necessary to achieve your desired business outcomes. Our team of certified WFM experts with extensive industry experience differentiates us from our competitors. Additionally, by utilizing technology and adhering to industry best practices, we guarantee compliance with all regulatory labor laws

Customer Service Is The Key

In today’s business world, there has been a significant shift in market dynamics driven by changes in consumer behavior and expectations. Companies have realized that customer retention is crucial for achieving business success. Providing an excellent customer service experience is the key to delighting your customers and staying ahead of the competition. The customer is the “King/Queen” and organizations that prioritize their needs and satisfaction will be successful in the long run.

Critical Factors of WFM

When implementing a successful workforce management solution, it’s essential to pay attention to the following critical factors:

Having access and visibility into your various source data is critical.

This includes resource planning and requirement forecasting.

Guaranteed ROI with our expert, process-driven workforce management solution

Our expert, process-driven workforce management solution guarantees a Return On Investment (ROI) for your business. By streamlining processes, optimizing resources, and ensuring that your customers receive prompt and efficient service, we can help increase revenue, reduce labor costs, and improve overall business performance.

Happy Clients

Twyla White

(Sacramento Municipal Utility District)

“she was able to guide us to solutions we were not sure would even exist and advised us on how to best utilize this new system.”

Mark Lee

(Intraday Analyst Eastlink)

“Juanita has an innovative mind and is quick to assess a more efficient manner for completing tasks. She’s dedicated to efficiency. ”

Andy Dignan

(Sr. Vice President of Global Channel And Services Five9)

“We are proud to partner with Solid Rock Consulting to help businesses reimagine CX in this new era of contact center transformation. ”