Contact Center Management Expertise

Management Expertise

Peckham’s well-defined program transition methodology has earned us repeat customers and will provide you with the comfort level and visibility you should expect. We bring value to our clients through process improvements and technology innovation during the discovery and gap analysis stages, prior to implementation. We create ongoing value through objective evaluations of the operations environment leveraging our in-house practitioner expertise and ISO methodologies. We provide recommendations on process and technological improvements that are pragmatic and implementable achieving:

  • Collaborative Approach              
  • Practical Experience                      
  • Flexible Business Models          
  • Satisfied Clients
  • Humanitarian Mission                
  • Unsurpassed Quality

Passionate Staff

Peckham believes that great customer experiences are driven by people who love what they do and where they work.  We hire passionate people and provide them with the training and support structure to ensure service excellence for your company.

Strong Financial Health

We focus on our mission of providing high quality contact center solutions for our clients while creating jobs for people with significant disabilities.  We reinvest resources into our client’s solutions which leverages economies of scale through efficient technologies, workflows and training.  This results in more satisfied customers and lower costs to our clients. 

Attainment of Key Performance Metrics

Peckham consistently delivers on key performance metrics for our clients.  Using sound performance management, driven by benchmarks, and focusing on satisfaction, has resulted in all current contracts exceeding our customer’s SLA’s.

Company-wide Quality Assurance Program

Peckham has an unswerving focus on quality customer care.  Our passion for excellence is evident in the well-established, Quality Management System. Our staff’s qualifications and experience include Six Sigma, Lean, Problem Solving Methodologies, Quality Tools, Statistical Techniques, Continual Improvement Methodologies, and Supplier Development. Peckham maintains both ISO/TS-16949:2009 and ISO-9001:2008 certifications to ensure we reach the highest quality standards in the industry.



Contact
Matthew June
Vice President of Business Services
517.316.4112
mjune@peckham.org