Testimonial


"I am confident that we will generate a return of many, many times over the fees paid to Anders-Larsen Consulting. I would highly recommend ALC if you seek both professional results and a guaranteed R.O.I."

We help clients start up new centers or improve specific capabilities. Our Focus is Business-to-Business (B2B) Call Centers with an emphasis on Selling Skills, Service Skills, Supervisor Coaching, Agent Scorecarding, and Cost Reduction. We understand the complexities of integrating the Call Center with other functions, field organizations, and customers and put together specific measures to achieve balanced goals.

We help large companies achieve their Revenue and Cost goals via the Call Center. Through our work, we have formulated actionable business processes that work in the "real world". We believe in setting clear, focused goals and assist management in setting measures at the business level which are then broken down to Departments, Managers, Supervisors, and Agents. We are not afraid to have tough conversations with management and challenge them to ensure their call center goals are the right ones; Agents can only accomplish a few key objectives in a short phone call, it is critical to do this right.

Unfortunately, most call centers over-emphasize agent efficiency and do not step back to better understand how their employees can build the brand over the phone. Telephone Agents are often the most frequent (or only) point of contact for customers, so each employee must have clear goals and understand what they must achieve on each customer contact. ALC will help you define your goals and build capabilities so your people can succeed every day and grow your business.

While each engagement is different, we typically work on a Retainer (Fixed Fee) basis for a specific time period (usually 1-2 years). We define the scope of the project, assess your current center, provide written recommendations (at a very detailed level i.e. who does what by when) and assist with implementation. We monitor implementation and help you make adjustments as needed.