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
*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.