Lieber & Associates consulting has established strategic alliances with selected firms to provide an extensive range of service to clients. Use of a strategic ally is recommended only when it benefits a client.

Benchmarking
Lieber & Associates draws on Dr. Jon Anton and Purdue University’s BenchmarkPortal datamart of call center best practices, to compare your call center’s metrics to those of similar operations and identify areas of improvement. Mitchell Lieber is a Purdue University BenchmarkPortal certified call center auditor.

Employee Background Checks
Our organization works with an investigations firm that performs criminal background checks on potential employees. Credit and other types of checks may also be performed. L&A has found these checks to be prudent business practice.

Employee Attitude and Personality Profiling
For Reps and Managers
Does the prospective TSR you are about to hire have a sales personality with the requisite interests and motivations? Does your call center manager candidate have what it takes to excel in your unique environment?

The respected employee-profiling firm that L&A utilizes enables you to set the profile criteria for the ideal candidate. Then, based on a validated questionnaire, they compare a candidate under consideration to the profile -- before you hire.

This is a very useful tool to help in hiring and training of telephone sales reps, inside sales reps and customer service reps. A more extensive profiling questionnaire is extraordinarily helpful in selecting and coaching supervisors and managers.

European Services
Lieber & Associates’ strategic alliance with a European call center consulting firm enables it to support your operations both in the U.S. and abroad. Ask us how we can unify your call center effort, while still adapting to different cultures worldwide.

Programming for CTI and Web Integration
Increasingly, call center telephone systems must be integrated with each other, computer systems and the web. Lieber & Associates can recommend a firm with extensive call center experience that writes code to achieve this or similar projects.

Other Resources

Call Center Software, Technology and Outsourced Vendors
Lieber & Associates can also make recommendations for call center software, technology and outsourced vendors. A need-based RFP(request for proposal) process is employed for such recommendations. The dollars and operations at stake, the number of choices and the significant differences among choices merit careful matching rather than a one-vendor approach.

Networks of Resources
We draw upon our extensive web of contacts within the American Teleservices Association (ATA), Direct Marketing Association (DMA) and its teleservices council, the Chicago Association of Direct Marketing (CADM) and Society of Telecommunications Consultants (STC) in our performance on client projects.