Governance

Budget

We understand that your agency’s needs involve staying on target with fiscal year objectives and often require attaining stretch target improvements. To ensure fiscal fund alignment, Connect Centric supports your agency with technology assessments, source selection, system implementation, and even outsourced services to maximize your contact center’s in-year financial results.

Addressing easy-to-achieve goals is a necessary step in order to course-correct fiscal run rate trajectories. Creative methodologies to reduce attrition, improve absenteeism, automate simple contact components, and drive higher First Contact Resolution rates are just a few of the budgetary planning techniques we use with proven bottom line impacts. We help your contact center identify and prioritize SMART Goal-based action plans geared toward maximum and immediate return on investment.

We partner with you to develop a long-term optimization model that transforms your contact center’s overall cost structure through innovative business process redesign. These improvements are geared toward operations, human capital, and technology, and are designed to adapt to ever-changing conditions.

Tactical Deliverable Examples:

  • Rough Order of Magnitude (ROM)
  • Attrition Improvement Plan
  • Cost-Benefit Analysis
  • Surge Plan
  • 5-Year Fiscal Plan