Founded in 1998, KCG Consulting is a full service call
center consultancy. Our services include
building, fixing and analyzing call centers, program management, project
management, Quality Assurance services, audits and advisory services.
Paul Kavanaugh, our Managing Principal, has 40+ years of
experience in the call center arena and has held a number of senior management
positions for companies both large and small throughout the industry. As a longtime PACE (formerly ATA) member, he
is well acquainted with the companies and major players occupying the industry
and has maintained relationships with many vendors providing services to
clients and competitors alike.
Kevin Kavanaugh, our Senior Project Manager, brings 20+
years of experience to our family business.
He is well versed in building and managing centers and has a particular
expertise in the IT arena. He has
managed a number of outsourced programs in both marketing and customer
service. He designed our proprietary
Quality Assurance system now in use at multiple locations.
Elaine Skaggs, our Senior QA Analyst, brings 7+ years of
experience in the quality arena. She has
managed a large QA department for an outsourcer as well as having filled
various other roles, notably in the call center management arena. Clients using
our QA system speak quite highly of her and insist that she participate in
their calibration sessions
The other members of our team all bring years of experience
and particular expertise to their assignments. We never assign someone to a
project if they do not already possess the ability and experience to get the
job done properly.
KCG is based in Weston, Florida with a regional office in
Kingsport, Tennessee but we have clients all over the country. Travel is simply one of the requirements of
the job. We differ from most consulting companies because on longer term
assignments, our consultants only return home every other weekend for three
days. This eliminates the dreaded
Tuesday through Thursday work week many clients find hard to accept.
We would like nothing better than for you to give us a call
to discuss any projects you may have in mind.
