At a Glance
Experienced consultants undertake a thorough on-site review of your call center operation, providing:
- An overview of the current state of the contact center
- A comparison between current operations and the vision identified to meet management objectives
- A review of reasonable options for remedying the problems
- Recommendations on how to maintain areas of excellence and improve areas of opportunity
Contact Center Operational Check-Up and Analysis
CCTA consultants combine more than 40 years of telecommunications and contact center consulting experience between them and have consulted, trained or worked for more than half of the Fortune 100. We combine this tremendous knowledge of industry best practices with a unique diagnostic approach to identify symptoms and prescribe treatment for call center ailments. This process identifies areas of excellence and opportunities to improve customer service, net revenue, employee retention and overall contact center health.
The Contact Center Review is an operational “house call” that includes an analysis of your contact center technologies, contact handling procedures, operational policies and personnel utilization. We interview your agents and management team, monitor your calls and other transactions, and examine your performance reports to make recommendations that focus on strong health for your center. We identify areas that are working well as well as opportunities for improvement.
The review begins with a conference call in which our consultants review your center’s overall strategy for customer contact management and identify specific concerns to be addressed in the analysis. Each project is customized to match the unique requirements of your operation, needs and goals.
What will you receive?
Upon receipt of the relevant available data, a specific date is scheduled for the site visit by the consultants. The site visit includes 2 days of on-site observations and interviews by the consultants. At the end of the site visit, we will meet with the appropriate members of the center management team to report on preliminary findings and clarify any conflicting information. Within two weeks of the site visit, the consultants will provide a report summarizing the results of the review including short-, mid-, and long-term recommendations.