Economic realities are forcing call centres to
Critically evaluate all aspects of their operations…
How do you know that YOU are making the right decisions ?
Only knowledge and fact-based decisions will have positive, developmental impact on the operational effectiveness and efficiency of YOUR contact centre. Fact and knowledge-based decisions are YOUR sure, fast-track to success. V7
Berhampur 70918*19311 CALL GIRLS IN ESCORT SERVICE WE ARE PROVIDING
Contact Centre Auditing, Baselining & Benchmarking
1. Version 7 – 5 August09 Contact Centre Industry Specialists Contact Centre Auditing, Baselining& Benchmarking IMPORTANT COPYRIGHT NOTICE This document is protected by South African and International legislation and common law pertaining to the protection of Copyright and Intellectual Capital contained herein. Such rights are vested with the author/s C3Africa (Pty) Ltd. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of the authors.
2. Formed2006 Formed1997 Merged Business InterestsSeptember 2007 The Business Model C3Africa is an integrated business that provides holistic, integrated professional services, solutions and products to the Call Centre / Contact Centre and Customer Service industry.Consulting - Training - Research – Media & Marketing
58. Constructive Auditing & Benchmarking to Achieve “World Class” Operational Efficiency and Effectiveness
59. Why Audit Your Contact Centre ? Because only Knowledge-based decisions count ! Why is the contact centre performing the way that it is? (Good or Bad) What is driving your performance? Who is responsible for your current levels of performance? What are your core issues? How fixable are these? Is your operation ‘Compliant’ (e.g. SABS Standards) What are the real and potential risks to your business ? What needs to be done? What are your opportunities? How can you increase profit? How can you cut or cap costs? How can these be capitalised? What resources will be required?
65. Contact Centre Assessment Matrix Areas to be Audited and Assessed Culture Performance Strategy Organisation Competency Facilities & Layout Process Application Equipment Delivery vehicle
87. Not fully understood and/or applied across the operation
88. A factor of Risk IndexDIMENSION FOCUS AREA EVIDENCE OBSERVATION & COMMENTS FOCUS AREA SCORE FOCUS AREA RISK INDEX FOCUS AREA RECOMMENDATIONS
89.
90. All strategies, policies, processes, procedures and reporting mechanisms well documented and driven by consistent continuous improvement initiatives
91. Making a positive contribution to operation’s continuous improvements
92. A factor of Risk Index DIMENSION FOCUS AREA EVIDENCE OBSERVATION & COMMENTS FOCUS AREA SCORE FOCUS AREA RISK INDEX FOCUS AREA RECOMMENDATIONS
95. Visible signs of driving continuous improvement throughout all streams in the operation
96. A factor of Risk IndexDIMENSION FOCUS AREA EVIDENCE OBSERVATION & COMMENTS FOCUS AREA SCORE FOCUS AREA RISK INDEX FOCUS AREA RECOMMENDATIONS
97. RISK MODEL Based on the FAIR™ model developed by Risk Management Insight inc STRAND BUSINESS IMPACT PROBABILITY DIMENSION FOCUS AREA EVIDENCE OBSERVATION & COMMENTS FOCUS AREA SCORE FOCUS AREA RISK INDEX Risk is assessed and evaluated in the context of individual Focus Areas. ‘Risk’ is a factor of overall Business Risk and the Operational Risk associated with poor performance within the specific Focus Area. FOCUS AREA RECOMMENDATIONS
98. Definition Examples Customer Experience Foundational Fundamental Developing Mature World Class Limited customer research and recording provide basis for measurement. Objectives set and clear measurement of customer experience across channels and functions. Business managed to maximize customer experience with focus on continual improvement. Customer experience management based on and aligned to world class and South African Call Centre Standards. Measurement of customer experience focused on internal operational metrics. Focus is on measurementand improvement of customer experience
132. Includes recommendations for intervention and development required to meet compliances.NOTE: The C3Africa Standards Audit is a preparatory process in advance of the formal SABS / SANAS accreditation and certification processes that are expected to become available in 2011
133. Section being audited Defined Standard Group Required Evidence Auditor’s Observations Reference to evidence Compliance Ratings Recommendations to achieve compliance
