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    « Business Continuity Threats | Main | Client Transition Team Guidelines »
    Monday
    Apr302012

    Contact Center Assessment

    Untitled Document

    Assessment Checklist

    • Employee
      • Training
        • Training consolidation opportunity?
        • Formalized curriculum / dedicated trainers?
        • Standard Operating Procedures (SOP) exist? Quality of documentation?
        • Consolidate roles / cross training opportunities – “Universal Agent”?
        • Training Duration
          • Classroom / formal
          • Onboarding, brand, values, mission, competition or other soft skills
          • Language skills / accent neutralization
          • Shadowing
          • Time to full productivity
          • Final evaluation criteria / testing
        • Special certification requirements?
      • Employee Satisfaction
        • Level of satisfaction? Top complaints?
        • Cramped conditions? (cube/aisle size)
        • Noise levels
        • Break rooms
        • Restroom cleanliness
        • Sense of community
        • Recognition programs
        • Self-improvement opportunities
          • Refresher training
          • Knowledge Base
          • Library
        • Variety of work
        • Advancement opportunities / empowerment
      • Staffing
        • Incentive plans?
        • Benefit plans? Competitive?
        • Attrition rates?
        • Recruitment process
          • Behavioral assessments?
          • Referral program?
          • Mentoring program?
        • Span of control – managerial, SME, QA ratios
        • Utilization (Work arrival patterns / seasonality)
        • Workforce Management automation?
        • Load-balancing mechanisms
        • Cross-training opportunities / role standardization or combination
        • Union or labor legislation issues?
        • Seat utilization?
        • Suggestion box?
      • Leadership
        • Ratios
        • Involvement (hands-on?)
        • Time spent on floor?
        • Formal and informal coaching?
        • Goal orientation?
    • Optimization
      • Knowledge base
        • Current state, up-to-date status?
        • Gamification technology opportunity?
        • Customer Self-Service: FAQ on client Web-site?
        • Training mines new hire questions and input?
      • Desktop
        • CTI integration / screen pop?
        • Excessive cut and paste
        • Automated email responses
        • Expert System / Decision Support System (DSS) opportunity?
        • System integration opportunity?
        • Over-reliance on Outlook for scheduling/tracking
      • Call Deflection
        • IVR
        • Active Hold
        • Chat
        • Web self-help
      • Measurement and transparency
        • Work arrival patterns / seasonality
        • Issue tracking – insufficient or excessive granularity?
        • Current metrics tracked?
          • Workforce Management (WFM) analytics?
          • Average Handle Time (AHT)
          • Time to Answer / Hold Time (TTA/HT)
        • StopWatch desktop analytics opportunity?
      • Systems
        • 360 degree customer view
        • Level of cross-application integration?
        • Stability / uptime issues?
        • Standardized desktop image?
        • Update status?
        • Customization level?
        • Maintenance windows?
        • IT responsiveness to needs and changes?
        • Reporting needs met?
    • Customer Focus
      • Care
        • 360 degree customer view?
        • Retention treatment engine?
        • Customer focus?
        • Top contact drivers?
      • Quality
        • QA staff ratios
        • QA audit ratios
        • Current metrics / improvement opportunities?
      • Prioritization
        • IVR Call routing optimized?
        • Issue prioritization?
        • Customer prioritization / weighting?
      • CSAT
        • CSAT measurement mechanism?
        • Automated satisfaction polls?
        • Current CSAT KPIs (NPS?)
        • Standardized and automated customer responses?
        • Knowledgeable agents, efficient issue resolution?
    • Revenue Opportunities
      • Upsell
        • Formalized process?
        • Attempts tracked?
        • Analytics based upsell suggestion?
        • Scripted simplification of complex pricing plans
      • Premium Support
        • Opportunity to provide out-of-scope support?
      • Analytics
        • Opportunity to provide marketing insight at desktop?
        • Retention treatment engine
        • Collections treatment engine
      • Horizontal Transactional Processing Takeouts
        • Finance and Accounting
        • Human Resources
        • Global Office
        • Delinquent Customer Care

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