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.