Contact Center Solutions

  • Efficiency & Process Analysis
  • Customer Service Improvements
  • Contact Center Development
  • Technology Solutions
  • Project Management

HPA can manage all of your Contact Center requirements. HPA has experts that have managed large, multi-location centers. So, in addition to the technology issues, HPA knows the human factors involved in successful call center management. Contact Center technology can only be optimized if the human elements are considered and appropriately factored in. We know how to do this.

HPA is an expert in improving Contact Centers. HPA can help improve the effectiveness of existing centers, project manage the building of new centers or transform a call center into a contact center. HPA can help you reach your goals by providing the services detailed below. Please contact us with your issues and we will customize a plan specific to meet your business requirements. Call us for a free, no obligation, consultation.

Efficiency & Process Analysis

  • Full Analysis of Existing Center including end-to-end processes
  • Benchmark Analysis
  • Recommendations on how to Increase Customer Service and Lower Costs
  • Full Design and Implementation of Recommendations

Customer Service Improvements

  • Analysis of the Customer Experience
  • Recommendations on how to Improve Customer Service

Contact Center Development

  • Transform a Call Center to a Contact Center by Adding chat, e-mail and web collaboration and to the Center
  • All Contact Mediums are Automatically Delivered to the Agent
  • Full Design and Implementation Services

Technology Solutions

  • Automatic Call Distributors
  • Improved Call Routing
  • Integrated Voice Response Systems
  • Virtual Centers
  • Networked Centers
  • Voice over IP
  • Work at Home
  • Work Force Management
  • Quality Monitoring and Recording
  • Computer Telephony Integration
  • Speech Analytics

Project Management

  • Oversee New Center Design and Implementation
  • Implement Technology Solutions
  • Implement New Processes

About Us

HPA Consulting Group

HPA Consulting Group, Inc. (HPA) is a privately owned consulting firm headquartered in Rochester, NY providing specialized consulting services in Voice and Data Communications. HPA was founded in 1994 by Bill Hughes and Tom Phelps. Together, the HPA Team has over 200 years of experience in many facets of voice and data communications.

HPA facilitates businesses in determining the best communications solution for their company. This involves voice and data networks, call centers and broadband applications. In addition, HPA manages the telecom expenses for businesses to get them the most cost effective telecom solutions possible. HPA also helps telecommunications providers and manufacturers with their marketing, sales and business planning.

Since HPA's formation in 1994, over 400 clients have contracted to HPA for services. HPA has planned, designed and implemented a variety of voice and data solutions that have enabled businesses to enhance their operations in a cost-effective manner. HPA has also audited telecommunications invoices and recommended changes to client’s telecommunications services that have resulted in millions of dollars in savings for HPA’s clients.

Finally, HPA has performed work in a variety of areas for Local Exchange, Wireless, CATV, Long Distance Companies, Manufacturers and Software Providers.

View More About Our Work »

Some HPA Projects Include:

  • Designed and implemented a complete new voice, data and security network for a regional bank and their branches. Results included improved customer service in their call center, improved communication between locations and redundancy at all locations including the branches.
  • Designed and implemented a new VoIP telecommunications network including new equipment and services for a Rochester based not-for-profit with over 15 locations.
  • Redesigned a not-for-profit organization’s telecommunications system in five cities by implementing new services and pricing and auditing telephone bills. The savings paid for all new telephone equipment in less than two years.
  • Manage the communications network for a regional hospital in central New York. HPA has lowered the costs for the hospital and at the same time implemented a more up-to-date network with more functionality and redundancy.
  • Designed and implemented a Call Center for a Benefit Company in Rochester. Project resulted in drastic improvements in customer service.
  • Planned and designed a new voice and data network for a Law Firm with six locations in New York State.

View More About Our Projects »

Contact Us

HPA Consulting Group

349 West Commercial Street
Suite 2285
East Rochester, NY 14445

Phone: 585-461-2560


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