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Call Center Audits & Benchmarking
With the emphasis on transitioning to eBusiness
customer contact, many call centers today are under increased pressure to
improve current operations and at the same time prepare for eBusiness
integration. Call center audits and benchmarking provide the necessary
"gap analysis" to define future business and customer contact
requirements.
Our Area of Expertise
Our approach to call center audits is a thorough
and comprehensive review consisting of analyses, assessment, and benchmarking of
the call center's voice and data technologies,
business and customer contact processes, customer satisfaction levels, staffing,
quality assurance, and training procedures. The findings are documented, then
recommendations are developed for performance improvement using detailed peer
group benchmarked best practices as well as opportunities for cost savings and
increased customer satisfaction.
Audits are fast-paced, intensive analyses conducted at the client's site with
our team of experienced consultants. This approach provides efficient access to
necessary information, data, workflow processes, technology, systems, and client
personnel for the most cost-effective approach.
We utilize a step-by-step approach involving interviews, observations, data
gathering, analyses, and peer group benchmarking. The result is a series of
recommendations, documented in a Summary Report and an Executive Presentation
that outline a detailed action plan.
We have extensive experience in conducting comprehensive audits and
benchmarking on-site for a variety of industries and types of call centers.
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