Call Center Assessments

Is your call center performing to its highest potential? Is it moving toward being a next generation contact center? Are you trying to develop a strategic direction for your call center operation? Are you thinking about re-engineering your call center?

If your answer to any of those questions is “yes,” you might consider beginning the process with a thorough call center assessment. Greystone provides an objective, comprehensive review of a current call center operation that includes:

• Interviews with key stakeholders to evaluate the current call center and to determine unmet needs or challenges.
• Onsite service observation in the call center.
• Review of:
  • Any existing call center plans or business development documents.
  • Call center performance data and comparison to industry standards.
  • Call center agent performance data and comparison to industry standards.
  • Infrastructure supporting the call center (telephony, call center software systems, data management systems, etc.)
  • Staffing and related staff issues (scheduling, training, etc.)
  • Quality monitoring processes.
  • Space.
  • Opportunities for consolidation with other call center operations.
  • Integration of the call center with the Web site.

The deliverable of a call center assessment is a complete report on the effectiveness of your call center and a set of recommendations to support enhancement.

For more information,contact us. If you want more information about Greystone’s call center services, please visit our Web site section on call center planning.