Our call/contact centre audits and benchmarking consulting services are conducted onsite. They include detailed analyses, benchmarking, assessments, and best practices recommendations for performance improvement.
Analyses can cover a wide range of call centre or customer contact centre operations, including business processes, performance metrics, reporting, management systems, infrastructure, organization, and technology applications.
A “gap analysis” is conducted to define shortfalls between the existing environment and the suggested future vision, based on “best practices” and benchmarked competitor data. Short- and long-term action steps are identified to close the gaps. Included are recommendations for performance improvement, benefits, opportunities, ROI’s, and cost-benefit analyses including the technologies and applications required to bridge the gap in sequentially noted Short- and long-term order