CAREERS
Search
CONTACT US
technology across the globe

The Northridge Group

Solutions tailored to Meet Stratus Networks specific needs

Thank you for meeting this week.  As promised, our team identified some potential synergies we discussed.
 
The information provided is a general view along with links to provide more details.  Once you’ve reviewed, we can reconvene to drill down further to determine next steps. Believe our intricate knowledge of the telecom industry can help accelerate efforts to scale your business.
 

— Jerry

Customized Solutions

Technology

When we look at a client’s technology, we look at the entire ecosystem, determining the health of the environment first, then we dissect to determine opportunities for improvement. We can assist with new tech recommendations and adoption, like agent assist and artificial intelligence. We offer solutions that include outsourcing selection and implementation and take it a step further, creating training programs to ensure the investment is fully adopted and embraced. 

Customer Satisfaction

Customer satisfaction happens in various areas of your business – from your online presence to automated phone and chat, to agent-assisted services, to final delivery of products/services. So many opportunities to get it right…and wrong. We will work with your team, immersing ourselves into your organization to fully understand areas of improvement and opportunities. Then we work with you to create actionable strategies.

Systems & Processes

Consistency, predictability, and efficiency are three critical outcomes your systems and processes should produce. Through in-depth assessment and analysis, we can determine areas of opportunity for improvement, creating a clear roadmap to change and adoption. 

Churn

Customer Churn: A 5% increase in customer retention is often quoted as being able to increase company revenue by 25-95%. Those numbers can make the difference between folding and thriving. 

Employee Churn: According to studies, replacing an employee can cost anywhere from one-half to two times the employee’s annual salary.

Through interviews and assessments, we can help determine the cause & effect, and provide retention stratgies. 

Contact Center Tooling/Order Management

We have more than two decades of experience in helping the telecom industry tool and retool their contact centers. We can work with your team to identify areas of opportunity in the following: 

Workforce Management

Are your leaders struggling with the balancing the demands of the call center – staffing for high volume times while ensuring employees needs are met?  We offer various solutions to WFM, including initial assessment, scheduling & forecasting, contact center attrition, resource utilization, training & coaching, capacity planning, labor strategy & performance optimization. 

Meet Our Clients

They Believe In Us

we love them

what our clients have to say

“Northridge delivered. They told me what they thought they could find in the way of savings and they found it …. They have good analytical capabilities but the key was the industry knowledge they bring to the table. Trust is huge. They’ll deliver as promised.”
Jim KadelaBlueCross BlueShield
"Northridge was very hands on and highly engaged in each step of the project. This is a refreshing difference among consulting groups who often spend much time in a learning curve themselves with very little new information as an output. Northridge brought new, insightful information that has been used to improve efficiency in our operation."
Pamela JamianUnited Healthcare
“Northridge delivered. They told me what they thought they could find in the way of savings and they found it …. They have good analytical capabilities but the key was the industry knowledge they bring to the table. Trust is huge. They’ll deliver as promised.”
Jim KadelaBlueCross BlueShield
"Northridge was very hands on and highly engaged in each step of the project. This is a refreshing difference among consulting groups who often spend much time in a learning curve themselves with very little new information as an output. Northridge brought new, insightful information that has been used to improve efficiency in our operation."
Pamela JamianUnited Healthcare

Read our latest blogs & Case Studies