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Operations Audit
As the experts in Call Centre operations, we are ideally positioned to see how any call centre currently operates.
We can measure your current:
- Efficiency - staff deployment, scheduling effectiveness, schedule adherence
- Reliability (is it 99.999?)
- First call resolution performance
- Customer retention
- Quality performance
- Compliance performance
- Process flow and deviation against approved processes
- Cost to company per call, per seat
We also tell you what can be corrected to make the most gains in customer experience and profitability
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