Contact Center Services
Our Framework
Our Framework for Success
Recruiting & Onboarding
The Midtown Group started as a staffing company, so providing clients with end-to-end staffing solutions and services to meet their most challenging needs is a core business. Our turnkey approach to recruiting, vetting, background checks, and onboarding utilizes a mix of recruiters and technology to effectively staff large or small teams more quickly.
Training & Curriculum
We utilize a training and curriculum framework developed by learning and development experts, which continues to evolve based on best practices and your unique business requirements. Whether we comply with or add value to your existing plan, or develop a bespoke one for you, our flexible training approach allows us to offer you a best-in-class service, marked by increasing quality assurance scores, fully-engaged staff, and an improved experience for your customers.
Quality Assurance
Our quality assurance program is at the core of everything we do, and real-time QA feedback informs how we recruit, train, and manage people and processes. Our proprietary model is designed to be flexible, so we’ll collaborate with you to meet your QA standards and ensure that we deliver high quality contact center services, across all channels.
Workforce & Case Management
The Midtown Group brings you expertise in skill, resource, and service optimization, helping you better manage employees, processes, and service outcomes. We can work with your company systems, or provide our own, to deliver increased efficiency and productivity, to improve forecasting, planning and governance, and to provide oversight in real-time.
Technology & Security
Our contact center staff and managers have experience using a number of leading contact center software platforms. We are happy to utilize yours or, through our technology partners, provide systems tailored to your specific business, technical and security requirements.
Metrics & Reporting
The Midtown Group’s reporting framework is customizable to meet your reporting and data needs. Traditional contact center and workforce management data, Quality Assurance metrics and other KPIs/SLAs, and Customer Satisfaction statistics are just some of the kinds of data we provide through standard and bespoke reporting to help power your informed decision-making.
Account Management & Governance
We believe it takes a village to effectively deliver a high-quality service. Our tiered model enables us to interface with our client counterparts to manage the relationship, communicate effectively, coordinate all service activities, and provide executive oversight and governance through regular business reviews.
Contact Center Transition
We utilize a proven methodology that eliminates the risks associated with the transition of your operations or service functions. From understanding requirements and onboarding to service delivery and continuous performance monitoring, we ensure that all business requirements and quality standards are met.
