Solid Rock Consulting

Transform your customer service experience to increase retention and business value

Our expertise in Customer Experience, Workforce Management operations and Employee Engagement can help you to optimize your operations and drive business growth. Let us help you transform your customer service experience and achieve your business objectives.

According to a research survey by Gartner,

64% of customer service and support leaders have shifted their focus to add value and grow existing clients to ensure that their contact centers stop being cost centers.
80% of customers have reported switching brands due to poor customer service experiences. These statistics demonstrate that customer service is a critical factor for customers when deciding to do business with a company, with 90% of Americans identifying it as a determining factor.

Specialized Call Center Workforce Management Consultants

Our team of specialized WFM consultants empowers you to control costs while improving efficiency and productivity. We use technology, processes and methodologies to help you create world-class call centers. We have a proven track record of success, as demonstrated by our ability to achieve an 11% increase in service level within the first month of our engagement with a multi-national transportation and eCommerce provider who had been failing to meet their service level agreements for 7 consecutive months.

Call Center Challenges We Mitigate

Increase Efficiency, Productivity, and Revenue with us
We understand that call centers often face challenges that span across different departments. That’s why we offer a holistic approach to workforce management consulting, identifying and analyzing issues and proposing solutions that are tailored to the unique needs of your business. Our team of WFM experts will work with you to overcome the challenges faced by your call center and help you increase efficiency, productivity, and revenue. With our process-driven, technology-empowered solutions, we can help you streamline operations, optimize resources, and improve customer service levels, leading to increased revenue and business growth.

Our WFM consulting services help mitigate the following common challenges faced by call centers:

  • Difficulty in forecasting and managing call volume, resulting in long wait times for customers and high abandon rates.
  • Difficulty in staffing to meet fluctuating demand, resulting in understaffing or overstaffing and affecting customer service levels.
  • Inability to measure and improve performance, resulting in poor customer experience and low agent satisfaction.
  • Difficulty in managing and motivating remote agents, resulting in high turnover and low productivity.
  • Difficulty in compliance with labor laws, resulting in legal and financial risks.
  • Inability to integrate with other systems, resulting in siloed data and inefficiency.

By addressing these challenges, we help call centers improve customer service levels, reduce operational costs, and increase agent satisfaction.

Benefits Of Working With A Workforce Management Consultant

As a professional workforce management consultant, we help you increase your workforce capability to overcome disruption and competition in achieving your business objectives. Our consultants work closely with you to implement innovative workforce solutions, align resources, and facilitate collaboration to drive operational efficiency.

Here are some of the key areas our workforce management consultant can assist you with:

  • Analyzing the gap in performance
  • Developing a plan to improve productivity and employee engagement
  • Implementing and adopting workforce management software
  • Conducting workforce benchmarking analysis
  • Developing a WFM business case to assist with funding
  • Analyzing agent occupancy
  • Identifying training requirements and delivering the training

Our goal is to help you achieve your business objectives by improving efficiency, employee engagement, and customer experience.

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

Value We Deliver

We help our clients adopt next-gen technology and transform their operations to be strictly process-driven, to facilitate business growth and efficiency.

We deliver the following value to our clients:

Consistency in customer service standards
Consistency in customer service standards
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Increased agent engagement and job satisfaction
Increased agent engagement and job satisfaction
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Improved operational efficiency
Improved operational efficiency
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Increased agent engagement and job satisfaction
Increased agent engagement and job satisfaction
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Improved operational efficiency
Improved operational efficiency
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Measure KPIs accurately and strengthen business results with workforce management
Measuring key performance indicators (KPIs) accurately is crucial for understanding the effectiveness of your workforce management strategy and identifying areas for improvement.

Our WFM consulting services include identifying the relevant KPIs for your business, implementing tools and systems to measure them accurately, and providing regular performance reports and analysis.

Working With Us

We understand that the business world is constantly changing and that organizations need to be able to adapt to uncertainties, disruptions, and market dynamics. That’s why we help our clients future-proof their workforce management strategies.

We are preferred WFM partner for our clients because of five key factors:

Skilled and Certified Team
Skilled and Certified Team
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Our team is composed of certified and experienced WFM experts who can provide the knowledge and expertise needed to help you achieve your business objectives.
Skilled and Certified Team
Skilled and Certified Team
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Our team is composed of certified and experienced WFM experts who can provide the knowledge and expertise needed to help you achieve your business objectives.
Skilled and Certified Team
Skilled and Certified Team
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Our team is composed of certified and experienced WFM experts who can provide the knowledge and expertise needed to help you achieve your business objectives.
Involvement Of Major Stakeholders
Involvement Of Major Stakeholders
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We work closely with major stakeholders in the workforce plan implementation, including business leaders, managers, and employees, to ensure that everyone is on board and that the plan is aligned with the organization’s goals.
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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. ”