Make a difference in your Contact Centre in just one day
So how do you know if your call centre is both effective and efficient? In just one day, RXP consultants can help you answer this question by focusing on having the right KPIs and Quality Management processes that reinforce the right staff behaviours, coping better with peak and troughs in volumes, meeting SLAs and developing strategies to deflect unintended contact.
Our evaluation process involves us looking, listening and touching all aspects of the contact centre operational performance. In one structured day this involves a combination of interviews with management, team leaders and advisors to:
- Listen to calls and observe emails being worked
- Mystery Shop to understand the Customer Experience
- Understand the high level business process and how this is supported through training materials
- Assess the technology, from a users perspective
- Look at the environment
- Review KPIs - how you measure both effectiveness and efficiency
- Review scheduling and forecasting methods
- Understand team management approach and how this is achieved through actual recruitment, induction, coaching and staff development processes
When we put this jigsaw together we quickly get an overall picture of the current operation. We will document our findings and conclusions.
Often, we find that many Contact Centre Managers do know what the issues are, but don’t have time to address them. In our conclusions we give practical advice and identify Quick Wins on how the management team can make immediate changes that really do make a difference.
If you are interested in knowing more about our one day Operational Needs Analysis, then please Contact Us.
