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Practice Area - Contact Center Support

At Briljent, we’re committed to a culture that encourages entrepreneurial problem-solving and customer-focused service. Combined with our extensive experience with inbound and outbound contact center initiatives, our staff has the dynamics to deliver innovative and effective contact center improvement strategies to our clients.

Briljent’s team includes several key staff members with significant experience in contact center management, contact center script creation, and contact center technology. Our approach emphasizes increasing the level of knowledge for customer service representatives as we implement a continuous improvement circle of training, quality, and content. This proven strategy gives our clients the tools to deliver outstanding customer service while increasing cost-effectiveness.

Our team understands that quality is imperative. We give our clients brilliant ways to achieve it.

Training Development

We understand the significance of implementing multiple methods of training to maximize adult learner learner retention. Our ability to design various modes of learning—including classroom, web-based, self-paced computer modules and blended modes of delivery—stems from our significant experience developing training materials. We create a learning experience that is relevant and engaging while effectively reaching audiences with diverse learning styles. As a large part of our training development services, Briljent develops and maintains multiple methods of training for more than 3,000 customer service representatives (CSRs) in multiple locations across the country for a federal healthcare agency.

Content Management

The primary goal of contact centers is to effectively share information with end-customers while providing exceptional service. In some instances, this may include offering information that helps customers make informed decisions. Accuracy and consistency are paramount in these functions. Briljent’s strength in developing clear, concise communication materials is key to helping CSRs achieve these objectives. We develop content using plain language, translating even the most complex information to an understandable format for use by customers in phone conversations, e-mails, written correspondence, web chat and web sites. For our largest customer this content is used by CSRs to field more than 29 million calls from consumers and beneficiaries nationwide.

Quality Analysis

Effective quality assurance is paramount in any system responsible for disseminating accurate and consistent information. Briljent’s analytical capabilities lay the foundation for comprehensive quality assurance initiatives. We utilize tools that include surveys, focus groups, call recording, scorecards, and training initiatives to help our clients ensure their quality expectations are both met and exceeded. Since 2008, Briljent has conducted more than 400,000 surveys.  This information is then trended, analyzed and provided as recommendations to our customers to help them improve process, training, and scripting to result in exceptional customer satisfaction ratings.

Standard Operating Procedures Management

Whether our team is improving our client’s current SOP or creating new material, we know that accuracy and consistency are necessary components. We leverage our experience in training and quality assurance to provide clear, concise information that is accessible to various end-users. We utilize our communication expertise to ensure that process accuracy, verbiage, and grammar are all precise and effective. Our clients receive materials that facilitate accurate and reliable interactions for both internal and external communications. Briljent’s SOP team manages hundreds of SOPs, process manuals, job aids, and technical documents.