ABOUT SOLID ROCK

Solid Rock Consulting is a privately held, Workforce Management (WFM) and Workforce Optimization (WFO) consulting firm founded in 2012. We help organizations to start, grow, and scale their Contact Center operations. We do this through implementing technology, optimizing the technology they currently have in place, and by building better workforce teams.

Clients work with us from all business sectors to identify their biggest areas for improvement, address their most critical challenges, and make their Contact Center operations better than ever.

Our Mission

Our mission is to annihilate the user adoption gap between technology and the user.

Why We Win?

We win because we fluently speak WFM operations and WFO technology. Companies are far beyond buying fancy technology. Companies want technology that listens and helps them scale to their next level. We act as liaisons between the technology and the user by guiding them through the discipline of workforce management and leveraging technology to help them scale.

Company Milestones

2006

Our founder, Juanita Coley, first picks up a Blue Pumpkin WFM system manual and falls in love with the discipline of WFM.

Our Core Values

Integrity

We do what's right for the client, even if it costs us additional time and resources.

Relationship

When you choose us, you are trusting us with your business. We value all our relationships and go out of our way to preserve our greatest asset, your trust in us.

Accountability

You can always hold us to our word. If we say we’re going to do it, we follow through. 

Innovation

We're cutting edge in everything we do. We challenge the industry norms and standards in search of the best, most efficient, methods for you and your operations.

Execution

We understand that we are only as successful as our clients. We are ready to optimize and streamline your systems and processes. We don't just tell you what to do, we'll hold your hand through the process and we get it done.

Our Process

Assess

Meeting

We always start by performing a full assessment on every client regardless of where they are in their business. This gives both the client and our consultants a starting point to judge where we start and how they stand versus industry standards. During our in-depth needs assessment, we strive to understand your organization’s Systems, Processes, and Culture. 

Educate

Office Consultation

Education is at the very core of what we do and stand for here at Solid Rock Consulting. We’re committed to ensuring that your team understands not just the processes, but also the inputs, that are going on and why they’re important to how the entire organization functions. It is not simply good enough for us to do the work and walk away, but we are dedicated to making sure the what, the why, and the how are understood to make lasting changes.

Configure

Computers

The next step is Configuration. Once we've thoroughly assessed your specific business needs, educated your team based on the proposed solution, we then help you to configure your systems to meet your needs. There are lots of different WFM and WFO systems out there, all with their own variations and nuances, we have the experience to help you dial-in virtually any system you may have.

Document

Documents and Blurred Business Men

Finally, Documenting the processes is just as important as doing the actual work! Because we want to make sure that all the changes and optimizations last for as long as you need them to, making a record of the processes and configurations is paramount. If a process isn't documented, the likelihood of it being duplicated and sustainable is slim.