Home | About Us | Services | Ideas & Insights | Contact Us

Assessment and Audit Services

Benchmarking Call Analysis Customer Experience Agent Skills Employee Satisfaction Customer Centricity Communicative Culture

Process areas covered by assessment and audit services:

Call Handing Forecasting & Scheduling Scripting Problem / Issue Resolution Performance Management Training Coaching Monitoring Supervising Supervisor Development Policy Clarification Agent Retention

Our Call Center Assessment and Audit services analyze and evaluate the people, processes, knowledge, organizational structure, systems, and culture that produce your customer's experience.

We sit side by side with your agents, listen to customer calls, and assess if the desired customer experience is delivered.  We trace the customer experience, and it's root causes, through your internal processes, back to the customer strategy.

Interviews with your agents, supervisors, and key managers examine your operation from their perspective.

An audit provides an “as-is” baseline, to identify areas that would benefit from a tune-up, and provides specific recommendations for improvement initiatives that will optimize customer interactions and align them to your strategic goals.

Audit Benefits

Assessment audits can range from a full operational audit to auditing a specific call center process. The assessment can be general or very detailed as needed.  We jointly define the assessment’s focus and scope before beginning the project.

Discovery is conducted through a site tour, interviews, documentation review, observation, surveys, and call monitoring as required.

Sample Work Plan Outline

Discovery: (depending on assessment)

Typical deliverables include items from the following, customized to your requirements

Possible Assessment Report Topics:

Recommendation Report Topics: