With over 28 years of experience in cross industry Phone Power, Telemarketing, and Call Center Consulting with AT&T, the Bell Operating Companies, and independent consulting, Dee Sanford International (DSI) brings proven expertise to their comprehensive call center services include training and consulting in customer service, order taking, telesales, reservations, subscriptions, hot-lines, full account management, re-activating accounts, promotion management, and other services provided by telephone representatives. Included are program design, performance auditing, re-engineering, and training to improve operational performance, and maximize customer and employee satisfaction and profitability. Sanford has designed phone programs for major corporations to industry associations, and conducted inbound and outbound training with all size centers throughout the United States.
A sought after speaker for Call Center conferences since 1987, DSI's President, Dee Sanford, has delivered informative keynotes, meeting presentations, and training for supervisors, managers, and representatives nationally and internationally. Sanford has presented for the California Credit Union League Call Center Network, Incoming Call Management Institute's 2003 Conference, American Telemarketing/Teleservices Association, International Customer Service Association, and recently delivered three Keynotes for Allstate Insurance 2003 Leadership Conferences. She presented for 14 years at Telemarketing Magazine's Call Center Conferences nationally and internationally, and for AT&T's clients. Topics include Call Center Leadership, Operational Issues, Rep Effectiveness, Customer Satisfaction Techniques, and Full Account Management to Effectively Combining Inside and Field Efforts to Maximize Customer Satisfaction and Profitability.
Consultation and Training are available in the following areas:
Market Strategy Development & Customer Base Prioritization
Human Resources (Hiring, Training, Staffing, Motivation, Compensation & Coaching)
Service Level Measurement Evaluations:
Call Management System (CMS) Statistical Reports and Measurements
Evaluation of 800 Network Service Reports
Match network and CMS reports for the complete picture of service levels
Customer Support and Information Database Functionality.
Customer Satisfaction Procedures and Measurements
First Level Ergonomic Appraisal of Work Environment
Pilot Program or Re-Engineering Implementation Strategies and Assistance
Customer Service Performance Measurements
Assessment of "Customer Friendly" Focus of Company Policies, Procedures and Guidelines
Call center managers also utilize DSI's expert Call Center Performance Audit to more fully assess their operational strengths, areas of vulnerability, customer satisfaction, representatives' effectiveness and training needs, and their readiness to market new products and services, or to reach new customers through the efforts of the center. Clients receive an extensive report of findings, recommendations, and plans of action for improvement.
When must assess and improve your call center's operation and employee effectiveness, increase profitability, and enhance customers' satisfaction with your services, contact Dee Sanford International today.
For more information please contact:
Dee Sanford International
375 Winewood Street, San Diego, CA 92114-5955
Phone: 619 263-6868, Fax (619) 266-9205