Our Background

   Millennium Consulting Partners, Inc. is a women-owned firm staffed by exceptionally qualified management consultants, focusing on all disciplines of Client Relationship Management Services - Help Desks, Call Centers and other End User Support functions.

   Gloria Heck, president and chief executive officer, and Jeffrey Heck, vice president and director of operations, founded our company in October 1995.  Drawing on combined experience of over 40 years in all aspects of operational management of client support organizations, the partners continue to build this company on principles of total client satisfaction, a quest for knowledge of current trends and challenges in delivering quality customer services into the future and a desire to comprehend and resolve complex business questions and issues.

   Our approach includes the integration of Technology, Organization and Processes.  Any support environment must consider the current state and future vision of all three components.  Technology assessments can include automated systems for problem management, telephony and escalation / notification.  The organization view considers the skill sets and training, as well as recognition, retention and career paths.  Process management identifies, documents and improves the activities that combine to create the day-to-day operations of the support function.  All are critical and any one can provide the greatest challenge to meeting and exceeding customer requirements.

   One of the many challenges facing Client Support Management professionals today is discovering meaningful and “implementable” solutions to business problems while maintaining effective day-to-day operations.  Gloria Heck explains, “Our approach includes a clear understanding of current industry trends and extensive operational experience which, we believe, adds significant value to the partnerships with our clients.”

   Too often the scope of a project is left undefined, making it impossible or, at best, difficult to know when the objective is accomplished and how effective the effort has been.  According to Jeffrey Heck, “Clearly understanding our clients’ requirements is the critical first step toward satisfying their requirements.  We insist that all expectations are discussed, understood and documented before we move forward in the engagement.”

   We examine each engagement opportunity to determine the most appropriate consulting agreement and fee structure.  Often our approach will involve a fixed-bid proposal wherein Millennium Consulting Partners shares in the financial risk associated with any consulting partnership.  Another client preference may be an hourly rate and periodic billing.  Where appropriate, we can use this Time and Materials approach based either on a single, blended hourly rate or a schedule of rates based on specific individuals and skill sets.  With any combination of engagement agreements and fee structures, Millennium Consulting Partners employs proven project management techniques including requirements definition, change control and testing and acceptance criteria.

   Millennium Consulting Partners considers any proposal as an opportunity to add value to our clients’ business by maintaining a focused mission, applying a wealth of experience and a network of highly skilled consultants, crafting innovative solutions and demonstrating a commitment to excellence in every thing we do.