From strategy to performance management PROCAT Provides consulting services on Design, Planning, Management, Development, Infrastructure, Advanced Technologies, System Interaction and Telecommunication Products and Services for Contact Centers. Our approach is based on four work blocks: strategy and business model development, human resources, operation and process management, technology and integration. Determining the call center’ strategy and planning its improvement. Infrastructure improvement and integration of information, telecomunication and call systems Design and implementation of interaction and operational processes Determining and improving human resources competancy, composing trainning plan and performance management.     In the recently competitive business enviroment, positioned as the point of customer interaction, supports campanies as an alternative platform other than product and price differentiation to undergo a change out of Customer Care by changing critical functions such as getting new customers, making customer loyalty, increasing sales and decreasing costs. In this context, the services that Procat provides are defined into below work-field. Call/ Contact Center Start-up / Outsourcing Strategy & Project Management Teknology Needs Analysis & Solution Implementation Human Resources Improvement and/or Re-Organisation:        Organisation & Role and Job Definitions        Pre-Interview, Selection ve Engaging        Training & Couching        Performance Management System Design and Implementation Operational Process Design & Optimization Measurement & Assessment Call/ Contact Center Consolidation Project Planning & Management Composing Work Model & ROI Planning        Cost Analysis & Alternatives        SWOT Analysises for Consolidation Models        Developing Emergancy State and Permanency Plan Design and Optimization of Operational Processes Integration Processes Design & Development Technology Needs Analysises and Solution Implementations Determining Business Requirements Determining Technologic Needs        Functionality        Measurability        Properties Platform and architectural Assessment        ACD        PBX        IVR        Speech Verification        CTI        Infrastructure Comparing Platform, Costs and Choices and composing the right recommendations