Enhance The Experience
With customer service delivery solutions from Harrington Consulting Group, Inc. What We Offer
Improving Service Delivery Systems Daily
We offer consulting services to improve service delivery strategies that are dependent upon contact center operations. We help you enhance customer experience and loyalty through service delivery excellence while supporting the strategic goals of the organization. We provide the guidance that is required to build and improve this core component of our client’s business.
Strategic Level Services
Harrington Consulting Group, Inc. helps your organization design a customer service delivery strategy that increases the value proposition of the contact center. We partner with your team to create, test, and implement a solid framework for operating the business. Along with establishing this, we assess the current landscape, identify improvement opportunities, leverage technologies, make realistic recommendations, and assist in the implementation of the recommendations.
Business Management Services
- Strategic Goal and Key Objectives Planning
- Goal Cascading Systems
- Business Planning
- Budgeting Processes
- Business Forecasting and Modeling
- Resource Management
- Talent Management
- Technology Systems & Management
- Project Management
- Vendor Relationship Management (Outsourcers)
Site Strategy Management Services
- Site Selection
- Asset Management
- Current Location Efficacy
- Expansion Planning
- Facility Planning and Design
- Facility Project Management
Tactical Level Services
Harrington Consulting Group, Inc. offers a complete analysis of your operations and delivers a robust assessment of your contact center along with a roadmap for improvement. We examine your people, processes, and technologies to develop a highly effective operation.
Contact Center Operations Analysis
Your contact center is the voice of the organization to your customers. Our assessment provides answers on how to efficiently and effectively engage customers.
- Contact Center Organizational Structure
- Channel Supported Including Self-Service
- Technology Effectiveness and Utilization
- Workforce Management and Planning
- Talent Acquisition and Retention
- Learning and Development
- Quality
- Leadership & Coaching Development
- Operations Management
- Performance Metrics
Workforce Management & Optimization
Agents are the biggest percentage of your budget. It’s a challenge to make the business case to hire agents and schedule them at the appropriate times. Harrington Consulting Group, Inc. has unique expertise in forecasting, staffing, and scheduling.
- Building Long-term Forecasts
- Securing Funding
- Staffing
- Scheduling
- Planning for Non-Contact Activities
- Schedule Adherence
- Meeting Performance Goals
Quality Systems
Your quality systems are the solid infrastructure upon which your operations are built. We help you continuously improve operations while developing individuals to perform.
- Monitoring Processes
- Process Mapping, Analysis and Improvement
- Continual Process Improvement
- Analytics
- Coaching & Development
- Customer Satisfaction Surveys
- Employee Engagement
What Our Clients Have To Say About Us
We’re proud to have a solid group of returning clients. Here’s what a few of them have had to say about working with us.
This group has always been known in our industry as a ‘client selective’ group. If, after their discovery process, they see no apparent value-add or a conflict in business philosophy, they will respectfully decline the project. This strategy is unique in a universe of newly created ‘call center’ experts. As a result, they are my choice for operations projects.
If it has not been for their guidance and dedication, I don’t believe this project would have been as successful as it has been.
Year after year we have continued our partnership with the Harrington Consulting Group because of their expertise, integrity, and reliability to handle diverse call center operations projects. I highly recommend them, especially if the project requires a depth of operational capabilities.
Harrington Consulting has been a very helpful resource to Thompson’s multimedia Customer Care Center. Their special expertise in call center operations, resource management, site selection, call center technology and Human Resources has made them an important consultant to our operation. HCG has bridged the gap between consulting and implementation by actually assisting in the execution of their recommendations.”
During our rapid expansion, eSupportNow was faced with opening up new contact centers on each coast, and a new corporate headquarters, almost simultaneously. Harrington Consulting Group’s services were invaluable. From site selection and architectural design to project management and staffing, we were able to deliver our new sites on time and on budget.
Frequently Asked Questions
What is different about contact center site selection?
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What Makes you unique?
The Harrington Consulting Group Team has spent time in the contact center and has hands on experience and the scars to prove it. We help you actually fix your problems, as opposed to showing where they and why you should fix them.
How big are your clients?
Harrington Consulting Group, Inc. has worked with clients of all sizes from as small as 8 agents in one location to over 25,000+ agents located in dozens of centers across the world.
What Industries do you support?
- We have had experience working with the following types of clients: for profit, (insurance, manufacturing, banking, healthcare, retail, warranty, consumer products B2B) Non-Profit (Universities, Crisis Centers, Subscriber based memberships), Government (federal agencies, state agencies, foreign governments)
how did you get started in customer service?
Nobody goes to school to run a contact center! Each of our professionals found their careers taking them to customer service and falling in love with it.
Contact Us!
Phone
Address
4151 Barnes Ct. | Rochester, MI 48306