1. HUMAN
CAPITAL
MANAGEMENT
FOR
THE
CALL
CENTER
INDUSTRY
We
are
the
Call
Center
Experts.
CallMe!
is
the
leader
in
Human
Capital
Management
for
the
Call
Center
industry.
We
are
experts
in
crea;ng
a
Human
Capital
Strategy
that
delivers
results.
Ready
to
find
out
how
we
can
help?
Start
Here
Industry
Focus
ExperBse
Join
Us
We
specialize
in
the
call
center
industry
We
have
real
world
operaBonal
Ready
to
op;mize
your
call
center
human
giving
us
a
deep
understanding
of
the
experience
and
significant
consulBng
capital?
Let
our
team
help.
issues
our
clients
face.
pedigree
on
our
side.
Contact
Us
3565
Piedmont
Road,
Suite
510,
Atlanta,
GA
30305/
P:
877.402.2563
/
info@callme.io

2. ARE
YOU
SPENDING…OR
INVESTING?
Most
companies
view
their
workforces
as
a
cost
to
…and
failing
to
invest
in
the
asset
that
has
the
be
contained,
minimizing
the
spend
on
labor…
greatest
poten:al
for
economic
value
crea:on.
So,
is
your
workforce
an
expense
or
an
asset?
Your
workforce
–
and
the
human
capital
they
represent
–
is
a
tremendous
source
of
value
crea;on.
This
asset
must
be
op;mized
to
yield
the
highest
return
possible.
But
how??
©2011
CallMe!
LLC
www.CallMe.io

3. INVESTING
IN
HUMAN
CAPITAL
Human
Capital
–
or
employees’
combined
INNOVATION
Workforce
Performance
Planning
Management
SALES
abili:es,
knowledge,
skills,
and
behaviors
–
directly
affects
business
Ability
Onboarding
performance
in
areas
like
Employee
sales,
customer
service,
Engagement
innova;on
and
process
Training
improvement.
Knowledge
Behaviors
Coaching
Unfortunately,
there
is
a
haze
of
workforce
programs
that
can
heighten
or
hinder
Recrui;ng
Mentoring
our
return
on
human
capital.
Skill
Reten;on
The
key
is
knowing
where
Organiza;onal
Design
to
invest,
and
HOW...
Career
PROCESS
Development
CUSTOMER
IMPROVEMENT
SERVICE
©2011
CallMe!
LLC
www.CallMe.io

4. BREAKING
THROUGH
THE
HAZE
CallMe!
clarifies
the
link
between
workforce
investments
and
business
performance,
allowing
you
to
manage
your
human
capital
with
programs
that
yield
the
highest
return.
• Revenue
Crea:on
Workforce
• Revenue
Loss
Program
Avoidance
• Expense
Reduc:on
• Expense
Avoidance
Principles
of
the
CallMe!
Approach
1 Iden:fy
concrete
financial
impact
and
ROI
of
human
capital
investments
2 Push
beyond
symptoms
to
understand
true
root
causes
of
workforce
challenges
3 Establish
a
sta:s:cally
valid
link
between
workforce
programs
and
desired
outcomes
4 Provide
the
best
solu:ons
for
the
situa:on
given
impact,
cost,
feasibility
and
culture
©2011
CallMe!
LLC
www.CallMe.io

5. CALLME!
SOLUTIONS
CallMe!
provides
solu:ons
to
some
of
Call
Centers’
most
intractable
problems.
“I
need
to
know
where
to
focus
our
workforce
investments”
“I
am
having
trouble
acracBng
&
idenBfying
top
talent”
CallMe!
SoluBon:
Call
Center
DiagnosBc
CallMe!
SoluBon:
Outsourced
RecruiBng
&
Staffing
• Iden;fy
compara;ve
call
center
strengths
• Augment
or
replace
internal
staffing
efforts
• Isolate
areas
of
weakness
• Develop
consistent
candidate
pipeline
• Benchmark
performance
in
cri;cal
KPIs
• Ensure
quality
hires
with
advanced
screening
&
analy;cs
• Diagnose
human
capital
opportuni;es
and
threats
• Reduce
fully
loaded
employment
costs
“Employee
producBvity
is
too
low”
“I
don’t
know
how
to
measure
‘human
capital’”
CallMe!
SoluBon:
Employee
Performance
CallMe!
SoluBon:
Human
Capital
Dashboard
• Diagnose
causes
of
performance
shorfalls
• Iden;fy
the
human
capital
metrics
that
are
linked
• Develop
metrics,
scorecards,
and
processes
to
align
to
financial
performance
employee
performance
with
business
strategy
• Validate
source
data
&
systems
• Create
shared
accountability
for
results
• Predict
how
workforce
trends
affects
the
business
• Report
informa;on
to
decision
makers
for
real-­‐;me
analysis
“We’re
losing
too
many
high-­‐performing
agents”
“I
need
quick
answers
to
complex
problems”
CallMe!
SoluBon:
Agent
Turnover
CallMe!
SoluBon:
Advisor
On-­‐Call
• Quan;fy
the
true
cost
of
ahri;on
• Access
expert
consultants
for
your
toughest
issues
• Diagnose
causes
for
departure
• Leverage
best-­‐prac;ces
and
global
know-­‐how
to
ensure
• Iden;fy
highest
impact
reten;on
strategies
success
for
your
workforce
programs
• Develop
tailored
implementa;on
approach
• Stop
mistakes
before
they
happen
Don’t
see
what
you’re
looking
for?
CallMe!
develops
customized
soluBons
tailored
for
our
client’s
specific
human
capital
needs.
©2011
CallMe!
LLC
www.CallMe.io

6. OUR
MANAGEMENT
TEAM
Chris
Bracken
RJ
Milnor
Stuart
Bracken
Mark
Cook
Chris
is
our
Co-­‐Founder
and
CEO.
He
RJ
is
the
Managing
Partner
of
CallMe!
Stuart
is
our
Co-­‐Founder
and
CFO.
He
Mark
is
our
SVP
of
Human
Resources.
has
deep
opera;onal
experience
Consul;ng.
A
featured
speaker
at
over
started
his
career
with
a
Big
Four
He
comes
with
years
of
direct
running
large
call
center
companies.
750
events
in
31
countries,
he
is
an
accoun;ng
firm
and
has
extensive
experience
as
a
HR
execu;ve
in
some
His
background
gives
him
a
unique
expert
in
managing
the
turnover,
experience
working
for
dynamic
of
the
world’s
leading
call
center
perspec;ve.
A
lawyer
by
training,
and
engagement
and
performance
of
call
companies.
He
is
an
expert
in
companies.
He
has
hired
thousands
of
with
exposure
to
more
than
$100
center
staff.
RJ
is
a
trusted
advisor
to
developing
financial
models
that
help
call
center
agents
and
managers
and
million
in
mergers
and
acquisi;ons
in
some
of
the
world’s
most
respected
our
clients
maximize
produc;vity
and
works
with
our
clients
to
iden;fy
the
the
human
capital
space,
he
brings
an
companies
having
consulted
with
p r o fi t a b i l i t y
t h r o u g h o u t
t h e i r
best
fit
for
their
needs.
analy;cal
approach
to
working
with
organiza;ons
such
as
General
Electric,
business.
our
clients.
Chevron,
Nike
and
USAA.
©2011
CallMe!
LLC
www.CallMe.io

7. CONTACT
US
Interested
in
discussing
how
we
could
be
of
service?
Want
to
learn
more
about
the
best
prac;ces
and
processes
we
use
to
op;mize
our
client’s
call
center
human
capital
management?
Contact
us
now!
facebook.com/callmestaffing
Address:
1
Piedmont
Center
3565
Piedmont
Road
twiher.com/callmejobs
Suite
510
Atlanta,
GA
30305
linkedin.com/company/callme
Phone:
877.402.2563
Email:
info@callme.io
©2011
CallMe!
LLC
www.CallMe.io