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?