CALL CENTER AUDIT

A call center audit It is a thorough examination of the operation intended on identifying possible areas where improvement may be needed.

The call center audit normally looks at the call center using a SWOT approach ( Strengths, Weaknesses, Opportunities, Threats). Additionally, the audit attempts to compare the company's standing against the industry benchmarks.

Call center audits are normally delivered by specialized firms called in to assess the call center operation. The work itself is usually carried out by consultants who posses significant expertise regarding the call center industry, and who are trained to identify gaps and propose methods of correction.

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CALL CENTER AUDIT

When a call center audit is conducted several areas of the operation are reviewed. Here are some examples:

Performance gaps: The gaps may cover specific teams, the entire operation and even identify individual contributors.
Organizational Risks: Listing of various factors that constitute an internal or an external risk for the call center.
Reporting: The audit may cover metrics and other information used by call center managers to guide their decisions.
Opportunities: Internal and external situations that present improvement or revenue creating opportunities for the call center.
Weaknesses: Any areas that are clearly not at par and that must be addressed in order to improve the overall functioning of the call center.
Technology: An in depth look at the technology used by the call center to handle call routing, staffing, forecasting, etc.
Compliance: Review of how well the organization observes the various laws that guide call center operations.
Quality: Call center QA scores, approach to scoring and coaching, feedback loop.
Management: Support staff competency, career paths, management philosophy and approach.

More Information -- Conduct Call Center Performance Audit