What does a Call centre Audit Measure?
Within each contact centre there are between 12 and 15 different areas that need to be examined to assess their impact on the overall performance of the operation. Each area is audited to find out what factors are affecting call centre performance. In most typical contact centres there are over 2,500 specific checkpoints that need to be assessed. That's 2,500+ potential points of failure!
Contact Centre Core Measurable Competencies
| Operational | Strategic |
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Examples Of Customer Experience Competencies
- Channel interfaces based on usability and desired customer experience
- Regular measurement of customer behaviour and feedback with associated changes
- Active participation from customers and staff in articulating and delivering customer experience
- Involvement of marketing and branding teams in channel design
- Customer experience and satisfaction core aspects of measurement of success
Examples of People Competencies
- HR policies and procedures defined and used
- Specific contact centre recruitment processes
- Salary structures based on contact centre requirements
- Measurement and action plans regarding key statistics, such as retention, absenteeism and satisfaction
- Training programme which reinforces induction training through on the job training and development
- Coaching programme with individual agent assessment
- Quality management solutions in place and in use
Examples of Process Competencies
- Defined approach and methodology for process design
- Escalation processes within the contact centre defined
- Out-of-hours and disaster planning processes in place
- Interface processes within the broader organisation and third parties in place
- Complaints processes documented and used
- Provision of written prompts or contact guidelines
- Methodology for recording and assessing contact quality
