Continuous Operations Improvement
Singola is a strategic consulting firm, but more importantly, we are an operational improvement organization focused on access and intake.
We do not believe in providing recommendations, then leaving the execution solely to you and your team. Our strength and differentiator is in the fact that we’ve done this before—again and again—so we’re able to streamline the implementation phase significantly.
Based on the opportunities uncovered through our assessment we develop a unique, tailored roadmap for your needs. This roadmap guides our partnership through successful execution with measurable and substantive milestones. And when it’s time for our engagement to end, you and your team are ready to manage and grow your contact center and adapt to the ongoing evolution of the industry and your customers’ needs.
Learn how we drive operational improvement across each category:
We know it’s hard to attract talent. And even when you do, you struggle against high attrition rates. Developed and refined over the course of 25 years, Singola’s three-pronged Ultimate Agent® program solves these challenges:
Recruitment: Job roles and responsibilities are streamlined, and recruiting procedures are tailored to each role. Our recruitment toolkit provides interview guides and assessment criteria—as well as dashboards to instill a feedback loop for continuous improvement.
Onboarding: We blend our best practices into your existing methods. Our onboarding toolkit includes a quality assessment of the entire process, identifies immediate and actionable improvements, and features a total communications guide for new hires.
Training: Our program incorporates a variety of instructional techniques, delivered through classroom learning, e-learning, and role-playing. We deploy transition training, ensuring that trainees field calls in a well-controlled and supervised environment. We also provide a set of tools to objectively assess a trainee’s readiness, and to provide an assessment of the process.
People
Deploying people or technology against broken processes can mask or even exacerbate problems. We re-engineer your processes for effectiveness, efficiency, simplicity, and clarity.
Standards & Procedures: We establish organization-wide consistency for Access and Intake operations and set expectations for every level from agent to executive. The S&Ps outline:
Intake Operations (hours of operation, housekeeping, interaction handling)
Technology Configuration
Appointment Management
Access & Performance Expectations
Business Continuity (outages, drills/planned outages, emergency services)
Scheduling Workflows: In simplifying scheduling processes, we create consistency in the agent and customer experience. This streamlined experience also sets an appropriate foundation for automation capabilities.
Process
When it comes to your technology, our objective is to maximize its effectiveness and minimize new investment. If you have great technology but need to alter how you’re using it, we’ll start there. If your tech stack is missing critical components necessary for achieving your goals, then we’ll find the right technology for you. We provide services to support your complete technology needs:
Tech RFPs: We can lead or assist your request for proposal (RFP) for a new contact center as a service (CCaaS) solution.
CCaaS Implementation: We guide the implementation of your CCaaS solution and integration with complementary systems, such as an electronic medical records (EMR) platform (Epic, Cerner, Athena).
Tech Optimization: We design and deploy complex features and functionality such as Automated Voice Agents and Chatbots.