The Ascent Group, Inc.

The Ascent Group is a management consulting firm with extensive experience in customer service and call center performance improvement, benchmarking, and best practice discovery, and a leading publisher of customer service journals and reports.

Recent Consulting Assignments:

• Contact Center Assessment
• First Call Resolution Measurement Assessment
• Customer Service Performance Diagnostic
• Call Center Operational Review
• Customer Care Best Practices Study
• Meter Reading Performance Improvement Study
• Outage Communications Review
• "Best in Class" IVR Technology Study

Highly Experienced Project Team. Our team is made up of consultants who have over 20 years experience working with customer service operations. Our team brings in-depth knowledge of management processes, alternative methods, operational expertise, and best-demonstrated practices from across the industry.

Deep Research into Customer Service Operations. We have extensive experience in performance benchmarking and operations improvement, specifically within the call center and customer service functions. The Ascent Group maintains an extensive database of customer service metrics from companies in all industries. Additionally, The Ascent Group offers an online benchmarking service to assist companies in ongoing performance measurement and best practice discovery. The Ascent Group also performs regular studies of customer service operations to support our publications.

Functional Area Expertise: Part of our role is to offer a broad industry or even multi-industry point-of-view that helps companies properly define and evaluate alternatives.

Tailored Approaches for Client Situation and Needs: We will not force fit canned solutions or impose improvement techniques that are inappropriate for the client environment. We take pride in our ability to mold and develop approaches for specific client needs and situations.

A Proven Analysis Process. We leverage our knowledge of customer service performance and best practices across all industries to help companies identify the areas that need improvement. Our methodology is designed to create a process that results in understandable and actionable results, results that can by used by senior management, managers, and process or performance improvement groups to understand the range of performance and the managerial approaches and structures used to obtain these results. We work closely with clients to prioritize improvement opportunities and implement the practices that lead to increased customer satisfaction.