
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 Services 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.
*These
are general recommendations. Specific strategies and tactics should
be based on a review of your needs, market and operation. For outside
support, contact Lieber & Associates.
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