Consulting

All consulting will begin with a benchmark in writing concerning where the company was prior to engaging Briand, Harrison & Associates. Following completion of the project we will follow up twice at intervals determined by the client and ourselves. During these assessments we will look at what recommendations have been implemented and the results or feedback from the work done. These assessments will end with another benchmark taken to measure the success of the project. Each party will receive a copy in writing.

Tele Channel Design

For companies that currently do not have a tele channel and do not want to outsource. We will design the tele channel for your organization to be executed internally, based on your needs and resources to be as cost effective as possible.

Designing a tele channel is a very detailed process that requires the experience of knowing what works and what does not. A tele channel is much more than people on the phone. There are processes that need to be set up, technology that needs to be put in place, and a clear implementation schedule.

Tele Channel Optimization

For companies that currently have a tele channel and would like to keep it in house, but require optimization. Briand, Harrison & Associates will analyze your organizations current situation, recommend changes required and build processes specific to your needs to make your channel work as efficiently as possible.

CRM – Customer Relationship Management Software Consulting

Briand, Harrison & Associates offers an unbiased consulting option based around our experience with the CRM market. We have partnered with as many CRM companies as possible and understand each one intimately. We utilize our CRM checklist and analysis in order to understand what your organization requires of the CRM. We will walk you through all of the elements a CRM can do for you and rate each area per your answers. Briand, Harrison & Associates will walk you through the Lifecycle of a Lead (shown below) and analyze any discrepancies in your current processes that may be able to be resolved with the proper CRM. Please see our Partners section for all of our CRM partners.

Lifecycle of a Lead

Lead Management

Some companies realize that a problem exists within their organization with regards to Leads being generated and a failure to follow up on all of them, and they desperately want ways to solve it. Briand, Harrison & Associates will analyze how your leads are currently being generated, what happens to those leads and determine the best way to internally solve the problem. This may or may not lead to a tele channel solution, it entirely depends on the processes currently in place.

Lead Generation and Marketing Consulting

Marketing is a big headache for a lot of companies, through partners and our knowledge of marketing and selling to businesses we will share best practices and introduce products and services that can yield very high results and information for both the sales and marketing departments.

Call Center Optimization

The call center industry has boomed over the last few years. Call centers can be separated into two main categories, in house and outsourced. Within the in house model there are a number of reasons the center was started, some for market penetration, some for brand awareness, others for customer service, sales, and some for cost containment. Within the outsourced model we have one main reason, profit. What most of these centers have in common is an employee retention problem. This happens for a number of reasons. Briand, Harrison & Associates will consult for call centers that want to simplify their processes, make their centers more profitable, and increase employee retention and satisfaction.

Sales Methodology

There are a lot of sales methodologies out there, many can be bought “off the shelf”, meaning you buy a book on a sales methodology, learn it, and execute it to your staff. Depending on the company philosophy and mission statement the proper sales methodology can be as unique as the company itself. Many times an “off the shelf” methodology needs to be altered in order to be effective for each individual company. Briand, Harrison & Associates will assess your company’s current sales process, your products/services and your target market, and your value proposition to determine what the best fit would be for your organization.

Management Consulting

Many companies struggle with how their managers need to manage their teams, especially in a sales environment. Poor management can affect all facets of a tele organization. Briand, Harrison & Associates will analyze the current structure, review the description of the position, interview each manager and suggest suitable processes that should be adopted to increase management efficiencies, and suggest management training specific to the situation.

Retention Assessments and Strategies

Within a sales organization it is very common to have high turn over, what is important to consider is what motivates sales people. By analyzing their current retention programs (if any) and interviewing employees and management, Briand, Harrison & Associates will recommend solutions to improve overall employee satisfaction and retention.

Remote Performance Management Outsourcing

This area of consulting is a new idea that came about specifically from a client request. We were intrigued by the proposition and started to realize how useful a service like this could be to a company. For many years companies have specialized in outsourced quality assurance, as it is presently known in call centers, a representative can be recorded or listened to at any time in an effort to maintain quality. Conversely, in the retail industry a trend has emerged for “secret shoppers”, whereby a pretend customer enters the store and either buys an item, tries something on, or asks a question. This area of consulting marries these two ideas. For a period of time, predetermined between ourselves and the client, Briand, Harrison & Associates will remotely manage a group of sales representatives by using a number of techniques. One is remotely monitoring, in order to hear how a representative handles live clients. We will also have the company send leads to their representatives with “dummy” companies – all with our contact information. This will test not only how the representative handles a first call from a lead, but also the response time in receiving a new request. We will coach on weak areas, as well we will leave the company with recommendations on what type of ongoing training the representatives require.