An assessment program is an essential tool that would help
improve and organization. It is designed to identify the
areas that need special attention. An expert or a
professional in the field of assessment is employed to do
the job. Call Center Assessment providers provide experts
who have call center leadership background and understand
fully the operation of the industry. He is expected to
identify the specific areas that need attention and provide
the organization with an expert solution.
Call center assessment could be likened to an executive
medical checkup where early detection of any sign of health
problem could be addressed and further problem could be
prevented. So call centers health is assessed so that early
detection of minor inefficiencies could be addressed and
corrected. To effectively assess the call center's
performance, each area in the operation is specified and
reviewed and these are the following:
- Review the call center structure if and whether it
supports the vision and mission of the company
- Customer Relations. The customer satisfaction is assessed
through survey forms or customer feedbacks.
- Employer ' employee relationships. Satisfied customers
are result of good service and good service are result of
satisfied employee. The satisfaction levels of employees
are gauged.
- Quality assurance and performance. Quality assurance
forms and reports are analyzed and study how quality data
is applied. The analysis is made to improve the performance
level.
- Effective coaching and supervision. Observe if coaching
sessions are effective.
- Training. Analyze and identify the ways to improve the
efficiency of the training program.
- Hiring and Staffing. Analyze how hiring are conducted
and identify the areas which needed improvement.
- Staff Utilization. It should answer the question of
having the right person on the right position all the time.
- Work Order Management. These would lead to the study of
workforce management processes such as:
1. Forecasting methodology
2. Staffing and scheduling
3. Real time management practices
4. Effective workforce management team.
- Process and Information Management. Observe and analyze
call ' handling.
- Service Level Management & KPI's. Key Service Indicators
of KPI's shows that the SLM is properly functioning. The
weak areas must be improved.
- Call Management. The call routing is observed in the
following stages Site by site routing rules Menu choices
Prioritization of queue Transfer volumes and protocols
Skills-based routing rules Technology
- Security Management. Assess the scope of security and
disaster recovery (or business continuity) plan and the
ability to meet objectives during a crisis.
- Interaction Management. Analyze how effective customer
interaction is managed
- Web Self Service. Assess how effective this e- support.
- Contact Center Management. It is the central point of
contact with customers. Contact center applications are
tools that will help improve the critical first impression.
Customers should be given access options and alternatives,
streamlining customer transactions and creating a system
that would facilitate easy follow ups.
- Analysis And Reporting. How effective is the reporting
system? Is the system providing the needed data for
analysis?
- Technical. Is the system current and up to date? Is the
system running smoothly and operating at the peak
performance?
The final presentation includes recommendations and risks
and input on suggested action plan. All of these is a
result of several days of assessment work which is done
with in the work area. Assessment identifies and at the
same time recommends solution to the problems found.
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Now as your call center up and running you will need to
assess its' performance and efficiency with the contact
center assessment tool at http://www.steptocallcenter.com
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