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workforce management
employee contribution
technology assessment
multi-site management
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The Call Center Consulting Group is an independent consulting practice. We are not affiliated with nor do we have partnerships with any vendors. We provide objective analysis and recommendations based on your needs and expressed objectives.

W. Richard Spearrin, Jr.
President, The Call Center Consulting Group

We do have affiliations with independent consulting practices who have distinguished themselves in a particular area of call center operation:

• Customer Satisfaction program design and implementation

• Outbound dialing campaign design

• Third party Quality Assurance monitoring and reporting

• Custom media forecasting models

• Site selection, evaluation, and negotiation

• Telecommunications design and administration

Partner Profiles

Bill Saums

Brian Gillespie

CRESA Partners

Partner Consulting

In addition to alliances with individual consulting practices, we maintain an active involvement with two call center industry professional organizations.

Society of Workforce Planning Professionals
The Society of Workforce Planning Professionals (SWPP) is an organization devoted to facilitating education and networking opportunities among workforce planners across all industries. SWPP was begun in 2002 and today has over 750 members engaged in workforce management in different capacities. Visit

NorthEast Contact Center Forum
Since 2001 The NorthEast Contact Center Forum (NECCF) has been dedicated to addressing the needs of contact center professionals in the New England region of the country. The NECCF was formed by, and continues to be supported by contact center specialists who want an unbiased “user group” to facilitate the exchange of ideas among contact center executives and managers. Visit