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The Call Center Consulting Group is focused on moving clients to exceptional levels of performance in the key areas of call center operations by applying proven analytical techniques, strategies and experience for our recommendations and implementation support.

A Wealth of Experience
Dick Spearrin, President of The Call Center Consulting Group, brings over 30 years of call center and telecommunications experience to his clients. During his career, he has provided operational analysis and performance improvement recommendations for clients across the spectrum of industries including Dell Computer, US Airways, Fleet Bank, GTE, Travelers, Liberty Mutual, Colonial Penn, Phoenix, Cigna Dental Health, United Healthcare, Carnival Cruise Lines, Continental Cablevision, and Stanley-Bostitch. In addition to corporate experience, he is active participant in two industry professional organizations- The Society of Workforce Planning Professionals and the NorthEast Contact Center Forum.

A Professional Network
We have formed alliances with other call center consultants who have distinguished themselves in specific areas of call center operation. This ensures that we can apply a Best Practices approach to each client’s individual need and cultural environment, regardless of size. Our recommendations are designed to help you realize a greater return on your investment in people and technology.

A Proven Track Record
We have established a reputation in the industry for integrity, professionalism, knowledge and innovation. We look forward to discussing your key areas of performance improvement with you.

Today’s call centers must be able to support the breadth of contact media-voice calls, email contact, facsimile, and web text chat. In addition, the environment presents challenges such as insulating your call center capacity against interruption, staffing alternatives, employee development, and deciphering mounds of daily performance data. Whether your needs are for daily operational improvement in these or others areas, or more strategic customer contact planning, we can be the partner that will help you achieve your desired results.