Contact Center Comprehensive Assessment
Our comprehensive assessment reviews all facets of your contact center and compares them to our best practices. The result is a customized readout that clearly outlines your strengths and your opportunities for improvement.
What areas of performance do we include in our assessment? Actual areas of review are customized to your needs, but a typical project will include an analysis of the following:
- Executive strategy
- Hiring
- Training
- Coaching
- Quality monitoring
- Customer satisfaction measurement
- Workforce management
- Call routing
- Call handling
- Metrics and reporting
- Technology
We will address these areas through a process that includes a review of available data and documents, on-site meetings with key staff members and stakeholders, call observations, focus groups and system demonstrations. After a 3 to 5 day site visit, we will prepare a report outlining strengths and opportunities. We will provide you with recommendations and risks associated with any changes. We then return to your offices for a final meeting to discuss the report and outline an action plan.
Interested in learning more? Please fill out the form below, call us at (215) 679-5250 or send an email to info@serviceagility.com.