Frank Modrak, Managing Director and Co-Founder of Golden Gate BPO Solutions, recently completed a consulting engagement as an expert witness based on his extensive call center and outsourcing experience.
Golden Gate BPO professionals, in conjunction with certain of its consultants, subject matter experts and technology partners, help clients evaluate their current call center, CRM and business process services and identify opportunities to improve service delivery, reduce costs and put in place the framework for an operation and culture that promotes continuous improvement. "With one of our core missions to be an industry resource by offering our opinions, advice, decisions, recommendations or offers of help based on our individual and collective experience and perspective, I think it was awesome we were asked if one of our team members could serve as a consultant in such a unique way, as an expert witness in a legal matter involving a large retailer and one of its outsourced call center providers," stated Stephen Ferber, Managing Partner of Golden Gate BPO Solutions. "Frank Modrak was the obvious choice for this engagement and he did a tremendous job."
As a 30-year industry veteran, Modrak has proven his ability to set industry standards, as well as manage and serve as a procurer and development expert in all aspects of the call center, customer care and support experience. Frank is a straight forward people person, accomplished senior executive and entrepreneur with a proven track record in sales and customer service operations, complex deal making and negotiations, revenue generation and organization growth, leader of large sales and customer service divisions, call center consulting and process improvement in all facets of call center functions.
Although the names of the parties, facts and all specifics related to the case must remain confidential, the engagement lasted approximately 6-months. Modrak was required to take a detailed look at every operational and technological aspect of the business relationship between the retailer and outsourced call center provider, including a large amount of data and call center reporting, so he could submit an accurate and objective Expert Report with his opinions and findings as well as provide expert testimony.
Prior to Golden Gate BPO Solutions, Modrak served as Executive Vice President of Sales for NetByTel, Inc., where he was responsible for managing the sales organization and overseeing all company-wide aspects of the sales process. Under his leadership, NetByTel had achieved record sales growth of 23 new clients within an eleven month period.
Modrak’s experience extends from his leadership role at Precision Response Corporation (PRC), where his command of call center management and sales expertise was pivotal in driving the company to its position as one of the nation’s leading call centers. He also held the position of National Director of Customer Service and Sales for Cox Communications where he developed Customer Service Operating Standards that later evolved into the foundation for the National Cable Television Administration and the Federal Communication Commission’s Industry Standards. Prior to that, Modrak worked with Eastern Airlines, managing all facets of their call center operations.
Frank received his Bachelor of Science Degree in Industrial Management from the Georgia Institute of Technology (Georgia Tech).
