Auditing/Assess: Internal Vs External*

Your call center audit and assessment may be performed by one of your employees or an outside consultant. While cost may be a factor, a good audit will deliver a solid return on investment, so it may be penny-wise/pound-foolish to decide on the basis of cost alone. Here's how to make the choice:

Use an Internal Auditor when the Auditor…

• Has broad and deep experience spanning 5 or more call centers.
• Is experienced with call center benchmarking.
• Can focus exclusively on the project for 2-6 weeks.
• Has a knack for both analysis and synthesis.
• Is adept with both numbers and people.
• Can elicit candid input form all levels of staff.

Use an Outside Consultant when…

• A fresh look and evaluation is needed.
• An impartial, outside opinion is important.
• Broad experience with hundreds of call center programs would be beneficial.
• Extensive audit experience is important.
• In-house auditors don't have time or are unavailable.
• Your staff may not speak candidly with an insider.
• Information gathering, interviews & report preparation must proceed quickly without sacrificing quality.