Functions and Activities to Audit

Auditing or Assessing a Call Center: 15 Areas to Examine*

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 and call center expert. Whether you use a consultant, or perform such an assessment using your own staff, an audit should review these fifteen key areas:

  • Contact Center Organization Structure
  • Hiring
  • Training
  • Supervision and Management
  • Seasonalities and Scheduling
  • The Sales or Service Process
  • Scripting or Call Guide
  • Compensation and Motivation
  • Metrics and Reports
  • Telephone Technology
  • Computer Technology and Software
  • Facility Design and Work Environment

*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.

Call center agents at cubicles with computers, headsets, and phones

  • Integration with the Web, Social Media, E-mail and Chat
  • Integration with Fulfillment
  • Integration with Advertising, any Outside Sales Channel and Other Departments

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