The United Way of Greater Houston – 2-1-1 Helpline has contracted with VWI to provide helpline strategic planning, business optimization and support through:
Phase one: Contact Center and Business Optimization:
- Contact Center Assessment and Audit (including training, quality, and performance review) with recommendations and final report
- Ensure effective, utilization and management of resources by aligning industry best practices, business decisions and community needs (including recommendations for organizational structure)
- Evaluate quality assurance and coaching techniques
- Facilitate implementation and execution of accepted recommendations
- Overall assessment of Helpline’s culture and key employee morale
Phase Two: Strategic Planning – Looking to the next 3 years
- Determine Position
- Develop the Strategy
- Build the Plan
- Manage Performance
