Call Center Assessments & Audit


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Organizations around the world have been searching for a process to benchmark their operations
to global best practices in order to improve their customer service, lower cost and enhance
performance. In today’s market more than ever it makes sense to ensure you are operating at
peak performance and providing the right level of service.
But how do you know if your centre can benefit from an audit? What does an audit or assessment
entail? What elements of the centre will be examined? How much of my time and my staffs’ time
will it take and most important of all – what benefits can I expect to receive from an audit?
Colin Taylor one of the foremost call and contact centre consultants
answer these questions and let you in on some trade secrets such as: What are the signs that my
centre can benefit from an audit; What are the big issues that are consistently unearthed by an
audit; Do I need to hire consultants to complete an audit; Are audits only for large centres; What
does and audit cost; and How do I build a business case to support doing an audit?

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Call Center Assessments & Audit

  1. 1. Call Center Audits & Assessments<br />Accelerating Improvement in your Call Centre <br />Traditional and New Approaches<br />
  2. 2. The Call Centre Audit<br />GOAL: Ascertain the validityand reliability of information; provide an assessment of your current system's internal control.<br />
  3. 3. Why Assess or Audit your Centre?<br />
  4. 4. Factors Driving Assessment<br />
  5. 5. Why Do Audits?<br /><ul><li>Centre not achieving Targets
  6. 6. New Initiatives to improve Service, Quality, CSAT
  7. 7. New Products or Services being introduced
  8. 8. Preparing for new/upgraded technology
  9. 9. Move to a Profit Centre
  10. 10. New site or location
  11. 11. People churn</li></li></ul><li>Audits/Assessments can Pay Off<br /><ul><li>$6 millionin annual savings for a Major Bank,
  12. 12. $1 million in first year savings for a Publisher,
  13. 13. $1.5 million saved through process re-engineering for a major printer manufacture
  14. 14. Creation of Strategic Plan for services company rolled out to 25+ centers
  15. 15. Transformed services center: improving Grade of Service from 20% to 80% while reducing costs
  16. 16. For an international eCommerceretailer improved agent productivity by 54% while reducing cost per contact by 47%</li></li></ul><li>Audits Historical & What was Expected <br />Past Audit Process<br />Expert Consultants<br />Consultants on-site for days/weeks/months<br />Lots of questions, interviews<br />Data interrogation<br />Big Report<br />Your Commitment<br />1+ consultants<br />On site for Days- Weeks – or Months<br />Gather & prepare:<br />All Reports<br />All process Documents/Maps<br />All Payroll details<br />All technology details<br />Time investment:<br />Manager – 50%, Senior Management, Supervisors – 10%, IT, Agents <5%<br />Big Cost- $45,000 and up<br />
  17. 17. Snapshotz: New Option Today<br /><ul><li>Cloud based, SaaS, Hosted
  18. 18. DIY Approach
  19. 19. Intelligence built into the Application
  20. 20. Only Product available that does all this</li></li></ul><li>Snapshotz Online <br />New Zealand firm launched in 2007 - Hundreds of audits completed worldwide<br />Taylor Reach is the North American Certified Partner<br />
  21. 21. Deep Dive<br />
  22. 22. Verticals & Variables<br />The industry verticals covered range from Agriculture, Manufacturing, Electricity, Construction, Wholesale + Retail Trade, Retail Trade, Transport and Storage, and everything in-between <br />
  23. 23. Levers & Variables in the Customer Service Environment<br />Operational Metrics <br />Corporate Objectives + Strategy Fit  <br />Customer Relationship Management<br />Contact Centre Structure  <br />
  24. 24. Levers & Variables in the Customer Service Environment<br />Health & Safety and Staff Wellbeing <br />
  25. 25. The Snapshotz Score<br />
  26. 26. The Audit Assessment Process<br />
  27. 27. The 5 Step Approach<br />
  28. 28. Reporting <br />To win in life you must turn your experience into wisdom. So, slow down. Wisdom is gleaned over time, not overnight. Then, drill down. The treasure is there, but you have to dig for it. <br />
  29. 29. Reporting <br />
  30. 30. The Process <br />Regardless of the Assessment Approach – The Process is the Same<br />Strategic Assessment <br />
  31. 31. Hierarchy <br />
  32. 32. The Bottom Line <br />Traditional Assessments (Level 3), through Traditional approach will cost $45,000 and up<br />Snapshotz Online is a fraction of this cost and can;<br /><ul><li>Enable additional budget to address deficiencies or capture opportunities
  33. 33. Demonstrate to senior management how the centre is performing from an independent perspective
  34. 34. Become an annual ‘health check’</li></li></ul><li>Pricing Options<br />Option 1<br />Snapshotz Online Assessment (Level 2) is only $4,519.00 for 1 license; includes support from an experienced call centre consultant and all reporting<br />Option 2<br />A 3 Year subscription plan @ $4,519 per year for 5 licenses including consulting support and reporting<br />Audit results are acceptable for somecall centre certification programs<br />
  35. 35. Summary <br /><ul><li>Audits/Assessments are one of the best tools for gauging the health and effectiveness of your call centre.
  36. 36. They support:
  37. 37. Improved efficiency,
  38. 38. Improved CSAT,
  39. 39. Improved Agent engagement and ESAT,
  40. 40. Improve revenue generation,
  41. 41. Regardless of the approach you take, Audits should be a part of your toolkit</li></li></ul><li>Coordinators <br />Colin Taylor<br />CEO<br />The Taylor Reach Group, Inc<br /><br />416-979-8692 x200<br /><br /><br />647-729-3991<br />
  42. 42. Questions<br />