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 caller initiatives, our staff has the dynamics to deliver innovative, effective call center improvement strategies to our clients.

Briljent’s team includes several key staff members with significant experience in call center management, call center script creation, and call 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 learner retention. Our ability to design various modes of learning—including classroom, web-based and self-paced computer modules—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.

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 customer service representatives (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, emails, written correspondence and web sites. 

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.

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; and 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 interactions.