Contact Center Health Check
Have you ever felt like your call center needed a tune-up? In many respects, the contact center environment is similar to a finely-tuned machine. If one component of that machine gets out of synch, the whole engine begins to misfire.
Our call center consulting professionals will conduct a comprehensive review of all critical contact center operations and practices to identify opportunities to improve service performance, increase productivity, and manage costs more effectively.
During our Performance Health check program, we work to understand your business, your customers, your processes and how you currently operate. Using proven methods and a "holistic" approach, we tailor our recommendations to meet your needs to maximize your effectiveness, leveraging opportunities for improvement and introducing industry best practices wherever appropriate.
Focus
Our Performance Health check is customized to each client and typically addresses some or all of the following critical contact center management issues:
Access Current Environment
- Review strategy and CRM Vision
- Gather contact center performance data
- Assess current metrics
- Review performance history
- Conduct analysis of customer interactions
- Interview contact center personnel
- Evaluate organization and governance
- Sample and review customer satisfaction feedback
- Evaluate key processes
- Identify points of pain
Define Future Environment
- Define Desired Capabilities
- Define Target Capabilities
- Identify Organization/ Governance
- Impact Define Financial/ Operational Impact
- Create gap analysis
- Define new operating model
Develop Transformation Plan
- Define Transformation Initiatives
- Estimate Costs and Financial Impact
- Create Roadmap including Timeframes and Resource Requirements
- Develop Case for Change
Strategy
- CRM Strategies
- Metrics and Quality
- Competition
- Customer segmentation
- Cost center vs. profit center
- Cross/up-sell
- Contact center transformation
- Self-service adoption
People
- Organizational Structure
- Hiring Practices
- Employee Turnover
- Utilization
- Key metrics
- Compensation
- Sourcing
- Remote agents
Process
- Monitoring and Coaching
- Business Process and Workflow
- Scheduling and Forecasting
- Call Routing Strategies
- Root-cause analysis
- Training
- Process improvements
Technology
- Technology Functionality
- Disaster Avoidance/Recovery
- Internet and Channel Integration
- IP Telephony
- Computer-Telephone Integration
- Unified Communications
- Interactive Voice Response
Customer Experience
- Customer Satisfaction Measurement
- Quality Management
- Customer satisfaction surveys
- Coaching/Mentoring
- Customer segmentation
Key Benefits
- Improved contact center performance
- Increased use of self-service
- Reduced handle time
- Increased customer satisfaction
- Higher Revenue
- High return on investment
- Higher employee satisfaction
- Improved customer retention
- Higher lifetime customer
