Condado’s consulting practice focuses on recommending highly customized solutions to help you excel in customer relationship management. We believe that Customer Relationship Management (CRM) is more than a software platform – it is a business philosophy that drives all interactions of a successful enterprise. We begin every project by analyzing your business and benchmarking your business metrics against industry standards. After working with you to define your business goals, we make recommendations that deliver rapid and lasting improvements to your business.

 

Unlike many other consulting firms we don’t walk away from an engagement after making recommendations. We help you implement, manage, and create an environment of continuous improvement to ensure you deliver the outstanding experience that your customers deserve. Our consultants have decades of real-world experience managing customer relationship management teams and systems and we bring that experience to your engagements.

Our Rapid Roadmap mini-engagements are a great way to see our team in action.

RAPID ROADMAP

RAPID ROADMAP is a low-cost, highly focused and accelerated contact center assessment conducted by experienced Condado Group consultants. Condado Group will identify strategic and tactical opportunities for enhancing your contact center or help desk organization. Targeted areas include recruitment, staffing, training, customer service and sales processes, enabling technology tools, telecommunications infrastructure, and the customer experience.

Condado Group’s unique approach is designed to rapidly uncover the root causes of performance issues. Next, we compare your contact center’s operating practices to both best practices and our real-world experiences. Lastly, we lay out a specific, prioritized roadmap for the future that is guaranteed to deliver the results you require.

How does RAPID ROADMAP work?

We collect and analyze critical data about the most pressing issues that are affecting the performance of your contact center.

Our consultants spend two to three days on-site visiting the contact center of your choice. The team will conduct side-by-side observations, interview key operations staff and lead agent focus groups to obtain the kind of objective intelligence that can only obtained from the front line, customer-facing employees.

We prepare and present a RAPID ROADMAP report to key business stakeholders. The report will present current state analysis and findings, graphical analysis of the call center metrics, lists of strategic recommendations with a benefits case analysis for each, plus a sequenced implementation roadmap. In addition, a list of quick wins will be provided describing some immediate changes that can be implemented requiring little to no investment.

What benefits can I expect to see?

Without exception, Condado Group customers always realize exceptional, measurable benefits. We know this is a bold statement but it is one that we make with great pride. Since its inception, Condado Group has earned its clientele based primarily on referrals and repeat business. Our clients have realized significant productivity gains by implementing our recommendations. These ideas have included an enhanced, multi-level performance metrics program, a groundbreaking tele-sales incentive program and a redesigned workforce management Command Center.

All Condado Group consultants have successfully worked in contact centers for many years and have experienced the frustration that comes with expending tremendous energy and creativity on initiatives that sometimes don’t deliver the expected results. We’ve learned from these experiences as well as from our many years on consulting engagements that a new approach, fresh eyes and solid, realistic cost justification can trigger the momentum that is needed to secure senior management buy-in and propel then initiative ahead.