Performance Healthcheck

Performance Healthcheck

Have you ever felt like your call center needed a tune-up? In many respects, the contact center environment is similar to a finely-tuned machine. If one component of that machine gets out of synch, the whole engine begins to misfire.

Our call center consulting professionals will conduct a comprehensive review of all critical contact center operations and practices to identify opportunities to improve service performance, increase productivity, and manage costs more effectively.

During our Performance Healthcheck program, we work to understand your business, your customers, your processes and how you currently operate. Using proven methods and a "holistic" approach, we tailor our recommendations to meet your needs to maximize your effectiveness, leveraging opportunities for improvement and introducing industry best practices wherever appropriate.

Program Focus

Our Performance Healthcheck Program is customized to each client and typically addresses some or all of the following critical call center management issues:

Review strategy and CRM Vision
Gather contact center performance data
Assess current metrics
Review performance history
Conduct analysis of customer interactions
Interview contact center personnel
Evaluate organization and governance
Sample and review customer satisfaction feedback
Evaluate key processes
Identify points of pain

Define Desired Capabilities
Define Target Capabilities
Identify Organization/ Governance
Impact Define Financial/ Operational Impact
Create gap analysis
Define new operating model

Define Transformation Initiatives
Estimate Costs and Financial Impact
Create Roadmap including Timeframes and Resource Requirements
Develop Case for Change

Strategy

People

Process

CRM Strategies
Metrics and Quality
Competition
Customer segmentation
Cost center vs. profit center
Cross/up-sell
Contact center transformation
Self-service adoption

Organizational Structure
Hiring Practices
Employee Turnover
Utilization
Key metrics
Compensation
Sourcing
Remote agents

Monitoring and Coaching
Business Process and Workflow
Scheduling and Forecasting
Call Routing Strategies
Root-cause analysis
Training
Process improvements

Technology	Budget Control	Customer Experience
Technology Functionality Disaster Avoidance/Recovery Internet and Channel Integration IP Telephony Computer-Telephone Integration Unified Communications Interactive Voice Response	Cost per transaction Labor costs Deflection of live calls to self-service Segmentation of services Remote agent Handle time reduction	Customer Satisfaction Measurement Quality Management Customer satisfaction surveys Coaching/Mentoring Customer segmentation

Key Benefits

Improved contact center performance
Increased use of self-service
Reduced handle time

Increased customer satisfaction
Higher Revenue
High return on investment

Higher employee satisfaction
Improved customer retention
Higher lifetime customer value

Find Out More

To find out more about our Performance Healthcheck program, click on either button below.

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