Company Information

CCPro was founded by Martin Prunty, an internationally recognized speaker, writer and call center consultant with over three (3) decades of experience. Recognizing the complexities of the call center environment, CCPro was formed to provide clients with a completely unbiased resource capable of improving the performance of customer service and support organizations while reducing or controlling spiraling costs.

CCPro offers a complete array of call center and contact center consulting services including the design and implementation of new call centers; development of web-enabled customer contact centers; outsourcing analysis; technology solutions; business process reengineering (BPR); performance optimization; benchmarking; site selections; call center consolidation; quality improvement and training.

Industry Experience

Our experience spans several unique industries including:

Telecommunications	Health Care	Teleservices	Energy Utilities
Financial Services	Education	Government	Cable Television
Tech Support/Help Desk	Insurance	Technology	Other

Client Satisfaction

Client satisfaction is extremely important to us. We understand that, regardless of outcome, no project is successful unless our client believes we have delivered value. That's why we work hard to deliver value on every project. In addition, it is our practice to request every client to complete a survey that provides us with feedback on a variety of questions about our performance.

Here are the results of our client satisfaction survey as of 8/2010. Periodically, we update these results.

Client Satisfaction Survey

Contact Center Client Satisfaction

Summary of Survey Results:

Overall Rating: 4.64 out of a possible 5.0 points (5 = Excellent)

100% of clients surveyed responded "Yes" to the question: "Would you hire Contact Center Professionals again?"

How Are We Different?

CCPro leverages its experience as an industry leader to the advantage of its clients. Over the years, we've developed a highly successful process for making recommendations that bring our client's the highest possible return on their investment. Our project methodology recognizes the complexities of the contact center environment and incorporates a "holistic" approach to our projects, which address people, processes, environment, management, metrics and technology.

Call Center Simulation Tools. Our methodology also incorporates the use of sophisticated call center simulation tools, which duplicate the current environment and then measure the simulated effect of any changes we recommend. In short, our capability to predict the outcomes of our project separates us from virtually any other consulting firm or vendor.

Our Mission

Our mission is to partner with our clients to design, develop and enhance customer service and support operations, in concert with corporate customer relationship management strategies, in the most cost-effective manner while exercising complete objectivity. We are committed to providing call center consulting services that deliver value to our clients.

Our primary goals with every client are to substantially increase customer satisfaction; improve efficiency and productivity; and reduce or control operational expenses.

Learn more about our call center consulting services, expert witness services, keynote speaking or download a brochure.