Step To Call Center

Process Document of Contact Center Management Assessment

The assessment relies on 150 questions and these are developed as per academic work and consulting experience. They cover all that is essential so that it is accepted.

Contact center management assessment is a device that enables answering the questions as it is developed based on a series of staff interviews had with the management of customers. A broad view is presented as a mix of implementation level staff and senior managers so that the real assessment is realized. This assessment covers the areas such as:

Call Management

Interaction Management

Web Self Service

Work Order Management

Contact Center Management

Information and process Management

Security Management

Reporting and Analysis

KPIs and Service Level Management

Training and Technical

The contact center management assessment entails audit services and call center assessment, besides evaluating people, knowledge, processes, systems, organizational structure and culture offering the customers required experience.

Assessment professionals take the agents with them and listen to customer calls. Based on this, they assess the customer experience desired is delivered. The customer experience is traced and through internal processes the customer strategy is understood.

Interviews with supervisors, agents and key managers are examined from each perspective. The audit offers the baseline to identify beneficial areas and offers improvement recommendations to optimize customer interactions and to accomplish strategic goals.

call center

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Price : $ 249.50

contact center

call center management

Benefits of Audit

  • Feedback documents of voice of the customer
  • The gap between operational processes and strategic intent is identified
  • Feedback documents of frontline staff
  • Business intelligence is captured and passed to relevant departments
  • Baseline documents to work
  • Supports metrics to favor business strategy
  • Audit team at executive levels perform work
  • Prioritizes initiatives of improved depending on the strategic value

Assessment audits include a full operational audit to auditing in the call center. This assessment may be general or also very detailed depending on the need.  Discovery is done through interviews, site tour, surveys, documentation review, observation and call monitoring.

Contact center management Assessment includes Call Analysis, Customer experience rating, Monitor Form, Agent Skill, Agent Satisfactions Survey, Customer centricity, Communicative Culture Assessment and Process, People, Systems and Structure Review.

Some of the Assessment reports are:

  • Agent skills
  • Customer experience and satisfaction delivered
  • Interdepartmental relationships
  • Hiring and Recruiting
  • Employees attitude to their job
  • Agent compensation package
  • Employees perspective in the organization
  • Employees interest in taking initiatives
  • Employees interest in being involved and empowered.

Step To Call Center

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Step To Call Center

1- What Is CRM?
2- CRM Implementation and Setup
3- Customer Information and Database
4- CRM Management Business Plan and Management
5- Customer Satisfaction