CRM Consulting

We see it every day. Businesses that do everything by the book: they build a customer service center from the ground up, hire qualified agents, and lay out performance metrics. The result: underperformance and huge losses. And that’s because there isn’t just one blueprint to operate a call center. No one-size-fits-all. You need a tailor-made plan that works for you. And often times, you need an outsider with an objective eye to give you professional advice. That’s us.

The SmartSource team starts off by providing different assessments that reveal what is working in terms of customer service strategy, performance analytics, call flow, monitoring and coaching, environment, and workforce management. Next, we propose a completely customized action plan that enables your strategy, people, process, design, and technology to work in sync. We’ve been doing it for years. Twelve to be exact. We’ve transformed customer care entities into success stories worldwide, from the North American telecom sector to various sectors in Europe, North Africa, and the Middle East. And we can do the same for you.