Audit/Assess Your Contact Center*

How is your contact center doing? How could it improve? What would be necessary for it to improve?

Answers to these questions can be invaluable and result from a solid assessment by an experienced contact-center expert. Whether you use a consultant or perform such an assessment using your own staff, an audit and assessment should review these twelve key areas:

1. Hiring and Training
2. Supervision and Management
3. The Sales Process (or Service’s role in the Sales Process)
4. Scripting/Call Guide
5. Compensation and Motivation
6. Metrics and Reports
7. Use of Telephone Technology
8. Use of Computer Technology
9. Work Environment
10. Integration with E-Mail and the Web
11. Integration with Fulfillment
12. Integration with Advertising, Direct Marketing and any Outside Sales Channel