ASSESSMENTS
Call Center Assessment
- Objective analysis of your center’s performance, based on data collected from similar companies in and outside your industry.
- Validated best practices based on quantitative and qualitative analysis.
Objectives:
- Develop an accurate, quantitative understanding of the call center strategy and operational performance in critical areas.
- Identify and prioritize opportunities for performance improvement and operational efficiency.
Approach:
- Planning and Defining the Research effort.
- Gathering Data.
- Aggregating and Analyzing Data, developing and presenting deliverables.
Asessment Deliverables:
- Current State Operations Profile
- Current State Technology Profile
- Future State Recommendations – Infrastructure and Technology:
- Implementation Strategy/Roadmap
QUALITY ASSESSMENT
- Evaluate your current quality and assess “the customer’s voice” of the organization. Identify opportunities for leveraging quality feedback throughout the organization. Assess monitoring and coaching approaches and improvement opportunities.