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CONTACT CENTER & OPERATIONAL EFFICIENCY CONSULTANTS
Savings, Sales Improvement, Enhanced
Customer Experience

CALL TODAY!   (416) 498-9440  or  877-889-ERIC (3742)
Welcome to ERIC YOUNG ASSOCIATES
Anything Contact Center or  Supporting Back Office...
Annual Savings. Revenue Growth & Consistent Customer Experience 

Explore how y​our operations can become
more efficient & effective.

Find OPEX Savings & Untapped Revenue

FREE White Paper - Lean for Service Operations
Operational Efficiency
                  DOWNLOAD​​​​ - Improve Sales, Service & CX All at Once!        DOWNLOAD - For Small Business
Services Designed to Deliver Sustainable Results
  1. Lean Efficiency Audits
    Our signature program... Achieve sustainable efficiencies & revenue growth while improving Customer Experience. Realize $2 - $10 of OPEX savings for every dollar spent
  2. Quality Evaluations
    For internal or external operations... Objective evaluations of your omni-channel (email/phone/chat etc.) interactions & back office work. Calibrated with NPS scores & customer experience.
  3. Vendor & Performance Management
    Decide internal or outsource? Select & manage. "You can't manage what you don't measure..." Make internal & external people accountable; including back office departments
  4. Staffing for Subject Matter Experts
    Our network of Operations, Technology & Efficiency experts enables us to provide leading advisory support and insight. Contact Center Technology - Operations - Six Sigma - Project Management - Business Analysis - CRM Support - Telecom - Executive
  5. Sales Improvement
    A Different Approach... - Training delivered as a workshop - Collaborative goal setting - Performance based accountability - Sales processes improvement - Performance management training Action Plan for Sales Success
  6. Contact Center & Efficiency Technology
    - Telephony - Workforce Management - Quality Evaluation - Knowledgebase - Document Management Leading edge solutions with one point of contact
Operational Efficiency
Audits
Quality Evaluations
Vendor & Performance Management
Contact Center & Efficiency Technology
Staffing for
Subject Matter Experts
Sales Improvement

People, Process & Technology
Anything Contact Center or Lean...
Process            Measurement            Expectations            Accountability            Sustainability
One Clear Objective - ​Results!
We remove subjectivity and apply metrics that are appropriate for the task. This includes areas that are rarely measured such as back office operations. It is a critical first step in creating a "culture of accountability" and lays the foundation for performance management and longer term sustainability.


People, Process & Technology defines our scope.
  • ​Quality Evaluations & Benchmarking
  • Lean Efficiency Audit & Implementation for Savings, Revenue & Service Enahncements
  • Vendor & Performance Mangement (internal/external)
  • Revenue Improvement
  • Contact Center & Efficiency Technology
  • Staffing for Subject Matter Experts
Read More

Operational Efficiency, Sales Improvement
& Customer Experience            

Sample Issues We Routinely Address..
  • Inefficient service (chaotic or costly) operations
  • Under-performing teams/people
  • Technology changes/replacement
  • Service people reluctant to sell
  • BPO justification & vendor selection 
  • Vendor performance issues
  • Staffing (contract/full time)
  • Interim operations management
200% ROI
That's our promise.
Contact Us
About Eric
Bringing Order to Chaotic Operations ...
  1. Eric Young
    Eric Young has been providing support services to Contact Centers & Back Office departments since 1986. He is known for improving performance in sales, service & back office departments without cutting headcount or sacrificing service delivery. Eric holds a Bachelor of Arts degree and also a Bachelor of Commerce degree, He also has Six Sigma Masters Black Belt, Six Sigma Black Belt, Six Sigma Green Belt and Lean Management certifications. He is also a past Executive Committee member of the Canadian Marketing Association.
Whether he is developing sales & marketing strategy, streamlining service operations or building & leading teams Eric has earned a reputation for putting 2-5% of gross revenue back to the bottom line where ever he goes.

A Unique Approach
Eric's approach  to generating sustainable revenue or efficiency improvements is premised on one simple expression:

            You can't manage what you don't measure...

He employs disciplined process design techniques, premised on Six Sigma and Kaizen continuous improvement. Optimization & infrastructure re-design work is intended to build foundations for:

1.  Creating "Cultures of Accountability"
2.  Performance Management & Sustainable

      Improvement
About  Eric Young