We live your world everyday adding value to our Call Center Consulting projects by being active industry practitioners, staying up-to-date on the latest trends, challenges, technologies, regulations and operational needs of the industry.  Our team of call center consultants leverages over 60 years of combined industry experience, providing unbiased and actionable call center recommendations, solutions and strategies that are focused on meeting your organizational needs.


Call Center Outsourcing

ABCG provides this service to help organizations find the best Call Center outsourcing center to meet specified requirements. Our consultative approach allows us to identify Call Center providers that are best suited to your goals and objectives. With over 60 years in the Call Center space, it allows us to identify and implement stellar solutions which your company saves time and help you gain efficiencies.

  • Volume and Staffing Levels
  • Use of Systems and Data
  • Retention, Staff Development and Career Path
  • Escalation and Support Processes
  • Process Efficiencies and Inefficiencies
  • Communication and Information Sharing
  • Inventory of Contact Center Systems and Technologies

Call Center Training

ABCG provides customer service and sales training with over 60 years of combined experience to better serve the needs of our clients. We begin with a commitment to helping organizations “bridge the gap” within the customer service and sales force execution. We focus on improving organizations by creating and delivering competency and skill development programs, training, and processes. Let us be the solution to the problem you are currently facing.

  • Major Task Assignment
  • Use of Mobile Applications
  • Systems Integration
  • Forecasting and Scheduling
  • Contact Channels and Handling
  • Functional Roles and Responsibilities

Metrics Management

Whether you’re a Call Center is a customer service center, technical support, collections, sales or combination of these, ABCG solutions will provide your organization with key real- time information it needs to be successful. Our solution package includes:

  • Customer Service: ABCG solutions provide a stellar service foundation by helping organizations identify and track customer-centric metrics such as CSAT scores, first call resolution, AHT and transfer times, and quality scores in context with more traditional Key Performance Indicators. We can also manage metrics for new channels such as email, chat, and social media platforms.
  • Sales: If you’re managing a contact center that is responsible for driving sales revenue and you need better visibility of KPIs, or you simply want to showcase your team’s contribution to your organization’s success, ABCG can provide performance management solutions for your contact center performance metrics.
  • Performance Management: Call center managers need real-time performance management solutions to view, track and prioritize support cases from their incident-management systems, along with relevant performance metrics from their contact center systems. ABCG can provide many solutions and partners to cover all aspects.

Call Center Operations

ABCG will evaluate, but not limited to the following:

  • Evaluating the cost effectiveness of outsourcing your call center versus keeping it internal
  • Evaluating Future Growth Options
  • Improving Processes & Efficiencies After Quick Scale of the Organization
  • Comparing Operations Against Industry Benchmarks, Current Trends & Best Practices
  • Improving Customer Experiences and Enhancing Customer Loyalty
  • Full Call Center Organizational Model and Restructuring


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