CALL CENTER ASSESSMENT

 Description: 

• Objective analysis of your center’s performance, based on data collected from similar companies in and outside your industry.
• Validated best practices based on quantitative and qualitative analysis.

Objectives: 

• Develop an accurate, quantitative understanding of the call center strategy and operational performance in critical areas.
• Identify and prioritize opportunities for performance improvement and operational efficiency.

Approach: 

• Planning and Defining the Research effort.
• Gathering Data.
• Aggregating and Analyzing Data, developing and presenting deliverables.

Assessment Deliverables

• Current State Operations Profile
• Current State Technology Profile
• Future State Recommendations – Infrastructure and Technology: This section will include:
  • A pictorial representation of a proposed technical architecture that connects business needs with the technical solution and creates a platform for external expansion and added customer service functionality
  • Identification of applicable solutions that is available for contact center technology.
• Implementation Strategy/Roadmap:
  • This section of the document will include the description of the recommended path to follow in order to successfully complete implementation of DPS’ recommendations.

 PEOPLE MANAGEMENT ASSESSMENT

• Review service level results.  Analyze current forecasting, staffing and scheduling processes.  Evaluate integration of scheduling discipline into client’s structure.  Assess staff productivity and efficiencies.  Identify opportunities to improve planning accuracy.

BENCHMARK AUDITS

• Receive a gap analysis of your center’s performance in a peer group environment.  Get an apples to apples comparison of your performance in several categories.  Your negative performance gaps will result in specific recommendations for improvement.  Take the guesswork out of budgeting and planning.

QUALITY ASSESSMENT

• Evaluate your current quality and assess “the customer’s voice” of the organization.  Identify opportunities for leveraging quality feedback throughout the organization.  Assess monitoring and coaching approaches and improvement opportunities.