Assessment — Its Value and When*

Reveal the beautiful and the ugly! Some sculptors remark that they chip away rock to reveal the sculpture already inside the stone, hidden from view. The blur of daily activity in your call center can prevent you from achieving optimal performance by hiding beautiful assets and ugly liabilities from your view.

Whether your company uses an inside expert or an outside consultant to chip away this stone, it is prudent business to conduct a call center audit or assessment to reveal hidden dimensions of your operation, such as:

• Unneeded expenses
• Opportunities to boost sales
• Ways to delight and retain more customers
• Profitable ways to better employ technology
• Methods to better integrate with other media
• Ways to increase productivity
• Metrics that can purposefully enhance staff focus

When to audit?
Many audits are performed after acquisitions to prepare for new technology or as an aid to new development efforts. One of the best reasons for an audit is to redouble efforts to stay in top form and to set goals to optimize results.