Contact Center Operations Assessment

Contact centers are in many cases the nerve center of an organization. They also demand a lot of resources, financial and otherwise. Unfortunately, in many companies these centers have not had the advantage of an independent audit of the operation to ensure that industry best practices are in place, efficiencies are optimized and that customers are truly receiving the service they deserve. Based on the client’s needs, these Assessments can focus on targeted areas identified by senior management, or can be all encompassing.

We match the client’s specific objectives for the assessment to the appropriate analysis, planning, and technology that we utilize. We approach each contact center service review by focusing on the business objectives of the organization along with the tools, policies, and procedures that are in place.

The Contact Center Assessment methodology will:

  • Identify any opportunities for improvement or increased efficiency within the contact center organization structure
  • Clarify and reinforce the role of the contact center and its impact on the customer loyalty, retention, and revenue
  • Provide a strong economic business case for change

Below are some of the items that may be reviewed during an Assessment, depending on client needs:

  • Organizational Structure and Effectiveness
  • Scheduling Methodology and Schedule Adherence
  • Staff Utilization/Occupancy Rate
  • ACD System and IVR System
  • Call Routing Scripting
  • Cost Per Transaction
  • High-level Technology
  • Process Flows and Workflow
  • Service Level Objective
  • Quality Assurance Practices
  • Training Materials and Knowledge Management Tools
  • Recruitment and Hiring Practices
  • Performance Measurement
  • Customer Satisfaction & Employee Satisfaction Measurement

An assessment usually includes several different activities conducted by experienced contact center subject matter experts. These activities include:

  • Interviews with staff at all levels of the contact center
  • Call observations (remote and/or side by side) with a mix of agent groups and experience levels
  • Review of phone (ACD or IP), messaging and other database reporting (preferably prior to site visits)
  • QA monitoring reports review
  • Analysis of technology system diagrams and specs
  • Examination of high level financial results

The executive presentation will be a summary of our current-state findings relative to the organization, process and technology. It will cite specific examples, along with a comprehensive recommendations report that contains detailed opportunities for change in each category. The recommendations will be grouped and prioritized into an action plan and timeline with expected risks and benefits. Additionally, near term “Quick Wins” will be laid out so that your business can immediately begin to take advantage of the findings.

Hard-working contact center leaders are commonly deluged with day-to-day tasks that barely allow enough time to concentrate on long term improvement opportunities. Our team consists of experts who have walked in your shoes and understand what it takes to cost-justify critical changes.

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