Call Center Check Up

Your call center is keeping to be the first channel that your customers contact when they need support. While gaining experience of the customer representatives and the management team create the suitable environment for quality service, that brings a number of challenges with it.

• Difficulties in uniformity and differentiation of work

• Increasingly difficulty in improving

• Operational blindness

• Performance erosion

• Increasing costs

• Decrease in brand loyalty

• Deceleration in career

Depending on whether the call center service is carried out as an inhouse or outsource, differences arise in the appearance and size of relevant problems. We use our Check Up service to analyze your call center in depth within the following methodology and produce viable solutions.

• Source: Contract, Strategy and Targets, Workflows, Reports, Performance System

• Fieldwork: Online Call Assessment, Shadow Search, F2F Interview with Representatives and Administrators

• Filters: Productivity, Cost, Quality of Service, Customer Experience, Employee Continuity, Operational Memory

• Outputs: Target Achievement, Symptoms and Reasonable Solutions, Areas of Excellence, Areas of Opportunities