Contact Centre Auditing, Baselining & Benchmarking
Why audit your call centre? Because only Knowledge-based decisions count!
Find out exactly what drives performance in your call centre, what the risks are in your unique situation, and what's working and what isn't.
If the contact centre is not on a Formal Continuous Improvement Programme .. then it is Continuously Deteriorating!
During a C3 Africa Contact Centre Audit, all key aspects of the contact centre are divided into defined categories and sub categories. (Streams and Strands) Each strand is evaluated and the auditors observations recorded. Weighted scores are assigned and a risk index is used. An analysis of each area is provided, along with recommendations for remedial action where required.
Contact Centre Auditing, Baselining & Benchmarking - Presentation
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!
Why Audit your Call Centre or Contact Centre ?
In the quest to achieve high levels of effciciency and effectiveness in your call centre or contact centre, only sound, knowledge-based decisions will count. It is only possible to manage that which you can measure.
