C3/CustomerContactChannels announced that the company has formalised C3 performance optimisation (C3PO), an operating unit of C3 dedicated to developing solutions and techniques for increasing sales and service performance.
C3PO offers a suite of services focused on three key areas; direct performance, sustainability and support functions. C3PO's end to end performance solutions help customer facing teams focus on driving sales results, service quality, and key performance indicators. The current product suite includes performance optimisation, a highly successful solution delivered via a proprietary training methodology. Utilising a combination of interactive learning, repetition, and a coaching curriculum for skills reinforcement, performance optimisation is unique and proven effective.
"After seeing both increasing demand and results from recent deployments of the performance optimisation solution, we identified the need to narrowly focus a team on the performance optimisation product suite," commented Rick Ferry, C3's president and COO. "As with our traditional contact centre services, the success of C3PO is directly tied to our ability to quickly align ourselves with client goals and objectives and to constantly evaluate ways to improve and enhance our ability to deliver on those objectives."
Current performance optimisation methodology has proven highly effective and sustainable. Results with one major telecommunications client indicate a 73% increase in sales per hour five weeks post training. Another client, a major cable provider, exceeded daily revenue goals by 76% after implementing the performance optimisation solution. C3PO operates as a stand-alone business unit of C3, and is led by one of C3's co-founders, Miguel Ramos. Mr. Ramos will serve as president of C3 performance optimization.
"C3 has been built upon the foundation of delivering an experience for our clients that is both unique and results-oriented," added Mr. Ramos. "C3PO is another way for us to support our client's customer facing communications-- both inside and outside of the contact center -- allowing us to more deeply integrate with their brands and performance objectives. We are excited about the value that this operating unit will continue to deliver for both C3 and our clients."
The approach to client programs follows the same process outlined by C3 PLUS, the company's unique and disciplined methodology for successful implementation and brand alignment. C3PO's current product suite includes a robust sales and/or service professional certification that is supplemented by a Coach's curriculum that focuses squarely on continuous improvement and sustainability post certification. In addition, C3PO also offers third party quality assurance, a measurement solution that can be used to target and drive the performance optimisation solution.
C3PO programs are designed to deliver long-term, impactful results for clients in a short to moderate time frame. Once trainees have completed the certification, performance improvements are realised immediately and continue long-term. Coaching teams work to refine the positive behavior changes so that these performance improvements are both sustainable and meaningful to the bottom line of C3PO clients.
C3 provides a full range of customer contact management services for corporate clients in the healthcare, financial services, telecommunications, energy and utilities, media, travel, hospitality, and government services industries, from both US and international locations. C3's founders are considered pioneers in the industry having successfully grown global BPO companies over the last several decades. As a result, the company is uniquely positioned to deliver outstanding results for its clients through proven operational best practices and its veteran leadership team.