In 1988 the Performance Consulting Group was founded by Teresa Hartsaw
in Memphis, TN as a marketing, training, customer contact and customer
engagement company focused on providing end-to-end customer contact
solutions for clients on an outsourced basis. The company’s goal was
simple – to maximize the overall results of our clients’ customer contact
programs by providing critical sales and sales support functions with
dedicated agents and management who delivered a consistent and high-quality
image to clients’ customers. Call Center Magazine recognized the company’s
unique approach to developing successful customer contact programs in 2000
by naming it “Call Center of the Year.”
In addition Performance Consulting Group developed and conducted call
center-specific training for agents, supervisors, and managers at more than
500 companies nationwide. PCG taught contact center management how to increase
revenue and profits for their companies by leveraging the call center as a
revenue generator versus as a cost center. The best practices gained by PCG in
its training and consulting work served as the foundation for the company’s
proprietary Performance Maximization™ Model, Process and Training.
Today, PCG focuses on customer engagement consulting and sales of outsourced customer contact services and works with its company ePerformax Contact Centers & BPO – a contact center outsourcer and BPO with operations in the Philippines. ePerformax, a PCG Company, works with a select group of Fortune 500 companies to provide voice, email, and chat customer service – including inbound sales, technical and website navigation support – for English-speaking customers from the US, Canada and Australia. ePerformax provides the highest levels of customer satisfaction and Net Promoter Scores through its Six Sigma-based Performance Maximization Model and Voice of Customer Analytics.
Today, PCG focuses on customer engagement consulting and sales of outsourced customer contact services and works with its company ePerformax Contact Centers & BPO – a contact center outsourcer and BPO with operations in the Philippines. ePerformax, a PCG Company, works with a select group of Fortune 500 companies to provide voice, email, and chat customer service – including inbound sales, technical and website navigation support – for English-speaking customers from the US, Canada and Australia. ePerformax provides the highest levels of customer satisfaction and Net Promoter Scores through its Six Sigma-based Performance Maximization Model and Voice of Customer Analytics.
Another area PCG focuses on is its Global Communications & Management
Academy (GCMA) which supports ePerformax Contact Centers & BPO and whose mission
it is to provide global communications skills and leadership training to prepare
trainees to meet the requirements of global business partners. PCG develops the
training curriculum and prepares its trainers through train-the-trainer sessions
to facilitate using its proprietary T.I.E.R. (Teach, Interact, Evaluate, Review)
training methodology. PCG’s development team also participates in all new client
implementations by reviewing the existing training, customizing and tailoring
training modules, reviewing and creating monitoring (performance assessment)
forms, setting KPMs (Key Performance Metrics including standards, expectations
and goals) and other activities that ensure the successful launch of a client’s
program.
Most recently PCG became a WBENC certified Woman’s Business Enterprise and recognizes the commitment by both corporations and government agencies to fostering supplier/vendor diversity programs.
Most recently PCG became a WBENC certified Woman’s Business Enterprise and recognizes the commitment by both corporations and government agencies to fostering supplier/vendor diversity programs.