Call Center - Implementation Toolkit

Self-Assessment: Call Center
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Introduction
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RACI Matrix
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Introduction, about the Call Center Self-Assessment
Defining, designing, creating, and implementing a process to solve a business challenge or meet a business
objective is the most valuable role… In EVERY company, organization and department.
Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that
process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone
with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step
back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'
For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether
their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant,
IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens,
and ask the right questions to make the process work better.
This Self-Assessment is for managers, advisors, consultants, specialists, professionals and anyone interested in
knowing the right questions to ask.
Featuring new and updated case-based questions, organized into seven core areas of process design, this
Self-Assessment will help you identify areas in which improvements can be made.
In using the questions you will be better able to:
❑ diagnose projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and
practices
❑ implement evidence-based best practice strategies aligned with overall goals
❑ integrate recent advances in the topic and process design strategies into practice according to best practice
guidelines
Using a Self-Assessment tool known as the Self-Assessment Radar Chart, you will develop a clear picture of the areas
where improvements can be made.
This spreadsheet has been designed for 1-10 participants and is easy to expand; multiple spreadsheets can be used to
assess with a large group or modify formula's etc.
You can use this spreadsheet as the starting point for deeper analysis. One suggestion is to use Pivot Tables, for even
more powerful analysis, or import the data in analysis and reporting tools like Tableau, SAP, ZOHO or the Business
Intelligence tool of your choice.
You are free to use the Self-Assessment contents in your presentations and materials for customers without asking us -
we are here to help. The Art of Service has helped hundreds of clients to improve execution and meet the needs of
customers better by applying process redesign.
How can we help you? For all questions regarding this Self-Assessment or to discuss how our team can help your
business achieve true results, please visit
https://store.theartofservice.com/contact-us/
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Self-Assessment
This document is a partial preview. Full document download can be found on Flevy:
https://flevy.com/browse/document/call-center--implementation-toolkit-5337

Below are the only valid entries for the assessment. This Self-Assessment is set up to process 1-10 participant's views.
When using for less than 10 participants, the entry fields need to stay clear/empty so it does not skew the results.
Each participants answer is to be recorded using the drop down box next to the question and select an answer of 1-5, or
leave at Non applicable for each question for each process area.
In my belief, the answer to the following question is clearly defined: (click 'Not applicable' under Participant name
to change value, leave at 'Not applicable' if the question is not matched to your goals/needs)
1 Strongly Disagree
2 Disagree
3 Neutral
4 Agree
5 Strongly Agree
Step 1 - Enter the names of the participants here:
Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10
Step 2 - Now have each participant answer each question for each Process area, under their name. Click 'Not
applicable' under Participant name to change value, leave at 'Not applicable' if the question is not matched to your
goals/needs.
1 Recognize Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
"In my belief, the answer to the following question is clearly defined:" 0 0 0
1 Should you invest in industry-recognized qualifications? 1 3 5 5 5 5 5 4 5 5 43 10 4.3
2 Are losses recognized in a timely manner? 5 5 3 4 5 5 5 5 5 1 43 10 4.3
3 Do you need a competent call center employee? 5 2 2 3 5 5 5 5 5 5 42 10 4.2
4 Do you need an email response management system? 1 1 5 5 5 5 5 5 5 5 42 10 4.2
5 Does your organization need to score agents after you have recorded phone calls? 5 5 5 5 5 5 1 2 3 5 41 10 4.1
6 Do you need to offer increased personalization for inbound callers? 5 3 5 5 5 2 5 5 5 5 45 10 4.5
7 How do you keep others informed on work issues? 5 5 3 5 5 1 2 3 4 5 38 10 3.8
8 Does the customer need to be on the line? 5 5 1 5 2 5 2 5 5 5 40 10 4
9 Are controls defined to recognize and contain problems? 4 4 5 5 5 5 5 4 5 4 46 10 4.6
10 Did the call center meet your needs? 5 5 5 5 5 5 5 5 5 5 50 10 5
11 To what extent would your organization benefit from being recognized as a award recipient? 4 5 3 5 5 5 2 5 5 5 44 10 4.4
12 How do you recognize an objection? 5 5 5 5 5 5 3 1 5 5 44 10 4.4
13 Will a response program recognize when a crisis occurs and provide some level of response? 5 5 5 5 5 5 5 5 5 5 50 10 5
14 What would make your best employees need to stay at your organization? 5 5 5 5 5 5 5 5 5 3 48 10 4.8
15 Can management personnel recognize the monetary benefit of Call Center? 5 5 5 5 5 1 4 5 5 3 43 10 4.3
16 What practices helps your organization to develop its capacity to recognize patterns? 5 5 5 5 3 5 5 5 5 5 48 10 4.8
17 Do you know which topics or issues come up the most during calls in your contact center? 5 5 5 5 1 5 5 5 5 5 46 10 4.6
18 What time did the problem occur? 5 5 5 5 5 5 5 5 5 5 50 10 5
19 What is the recognized need? 5 5 5 5 5 5 5 5 5 5 50 10 5
20 Are employees recognized for desired behaviors? 5 1 4 5 5 5 5 1 5 4 40 10 4
21 To what extent does each concerned units management team recognize Call Center as an effective investment? 5 5 5 5 5 5 2 5 5 5 47 10 4.7
22 Do calls to the call center need to be recorded? 5 5 3 5 5 5 1 5 5 5 44 10 4.4
23 As a sponsor, customer or management, how important is it to meet goals, objectives? 5 5 2 5 4 5 1 5 5 5 42 10 4.2
24 To what extent does management recognize Call Center as a tool to increase the results? 5 4 2 5 3 5 5 5 5 5 44 10 4.4
25 What would happen if Call Center weren’t done? 5 5 5 5 5 5 5 5 5 5 50 10 5
26 What are the expected benefits of Call Center to the stakeholder? 5 5 5 5 5 5 5 5 2 5 47 10 4.7
27 What are the biggest issues for you in your role? 5 5 5 5 5 5 5 3 5 5 48 10 4.8
28 Did the call center staff follow up to check if your problem was solved? 5 5 1 4 5 5 5 5 5 5 45 10 4.5
29 Is there a call load triggered access agreement with local cellular providers in place for emergencies? 1 5 5 5 5 5 5 5 1 5 42 10 4.2
30 Are there any specific expectations or concerns about the Call Center team, Call Center itself? 5 5 5 5 5 5 5 5 5 5 50 10 5
31 How is the need for call center services met? 5 5 5 2 5 5 5 5 5 3 45 10 4.5
32 How do you predict call center workforce needs based on call volumes? 5 5 5 1 4 3 5 3 5 1 37 10 3.7
33 Is the need for organizational change recognized? 5 5 5 5 5 5 5 2 5 5 47 10 4.7
34 What prevents call center agents from feeling empowered? 5 5 5 5 5 5 5 5 5 5 50 10 5
35 Have you identified the benefits of a coaching program for your call center? 5 5 5 5 5 5 4 5 3 5 47 10 4.7
36 What is preventing the contact center from achieving its aims? 5 5 5 5 5 3 5 5 5 5 48 10 4.8
37 Which common cti capability allows a call center to identify incoming calls? 5 2 5 5 5 5 4 3 3 5 42 10 4.2
38 Have you identified the fatal and non fatal errors for your call center? 5 5 5 5 2 3 5 5 5 5 45 10 4.5
39 Are there recognized Call Center problems? 5 5 5 5 5 1 5 5 5 5 46 10 4.6
40 How will you recognize and celebrate results? 1 5 5 5 5 5 5 5 5 5 46 10 4.6
41 Will members need a new username and password for the new pharmacy program website or mobile app? 5 5 5 4 5 5 5 5 5 5 49 10 4.9
42 What are the minority interests and what amount of minority interests can be recognized? 5 5 2 5 5 5 1 5 5 5 43 10 4.3
43 When a customer calls, does your agent have everything needed to help? 5 5 5 4 5 5 5 1 3 5 43 10 4.3
44 Are employees recognized or rewarded for performance that demonstrates the highest levels of integrity? 5 3 4 5 2 5 5 5 5 5 44 10 4.4
45 Do you recognize Call Center achievements? 5 5 3 5 5 5 5 5 5 5 48 10 4.8
46 Would you recognize a threat from the inside? 5 5 5 3 5 5 5 5 5 5 48 10 4.8
47 Do customers need to provide a call center? 5 1 2 5 5 5 5 4 5 5 42 10 4.2
48 What does Call Center success mean to the stakeholders? 5 5 5 5 5 5 5 5 5 5 50 10 5
49 When a Call Center manager recognizes a problem, what options are available? 5 5 5 5 4 3 5 5 4 5 46 10 4.6
50 Do you really see a need to protect your home? 5 3 5 5 1 5 5 5 4 5 43 10 4.3
51 What are the stakeholder objectives to be achieved with Call Center? 5 5 5 5 5 5 1 5 5 2 43 10 4.3
52 How are you going to measure success? 5 5 5 5 5 5 5 5 5 5 50 10 5
53 What are the most common problems within your daily work if there are any? 5 5 5 5 5 1 5 5 5 5 46 10 4.6
54 Will you need customized recordings for callers waiting for an agent? 5 5 4 5 5 5 5 5 4 5 48 10 4.8
55 How do you recognize an Call Center objection? 4 5 5 5 5 5 5 5 2 5 46 10 4.6
56 Does Call Center create potential expectations in other areas that need to be recognized and considered? 5 5 5 5 5 5 3 5 5 5 48 10 4.8
57 How do you stay flexible and focused to recognize larger Call Center results? 5 2 5 3 5 5 5 5 5 5 45 10 4.5
58 How are the Call Center's objectives aligned to the group’s overall stakeholder strategy? 5 4 5 5 1 5 5 5 5 2 42 10 4.2
59 Can a distinctive call center regime be identified, and if so, what are the characteristics? 5 1 5 1 2 5 5 5 2 5 36 10 3.6
60 Is it truly your organizations intent to prevent the use of any/all contracted overflow services for call center operations? 2 5 5 5 5 5 2 5 5 5 44 10 4.4
61 What situation(s) led to this Call Center Self Assessment? 3 5 5 5 1 5 5 4 4 2 39 10 3.9
62 Are Call Center changes recognized early enough to be approved through the regular process? 5 5 5 5 5 3 2 5 5 3 43 10 4.3
63 What problems are you facing and how do you consider Call Center will circumvent those obstacles? 5 5 5 5 5 5 5 3 5 5 48 10 4.8
64 Will the call center need recordings to greet customers? 5 1 5 5 5 5 5 5 2 5 43 10 4.3
65 Who else hopes to benefit from it? 2 5 5 3 5 5 5 5 5 5 45 10 4.5
66 Can call centers partner with other call centers and eliminate the need to outsource? 5 5 5 5 5 5 5 5 4 5 49 10 4.9
67 Do you experience problems with transfer of information? 5 5 5 5 5 5 3 5 5 5 48 10 4.8
68 Has your organization issued permission to conduct an investigation? 5 5 1 5 5 5 4 5 5 5 45 10 4.5
69
How much are sponsors, customers, partners, stakeholders involved in Call Center? In other words, what are the risks, if Call Center does not
deliver successfully? 5 5 5 5 5 5 5 5 5 5
50 10 5
0 0 0
SCORE 318 305 305 322 310 316 297 313 315 318 3119 690 4.5
2 Define Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
1 Are required metrics defined, what are they? 5 3 5 2 4 4 5 4 1 5 38 10 3.8
2 Are there different segments of customers? 4 2 4 2 4 5 4 5 4 4 38 10 3.8
3 Is the team sponsored by a champion or stakeholder leader? 4 2 4 4 4 2 4 2 4 4 34 10 3.4
4 Have you considered if there is scope for specialist support workers or peer support workers in the team? 4 4 4 4 4 5 5 3 3 5 41 10 4.1
5 How do you balance the experts views with users requirements? 4 5 4 4 2 1 5 4 5 4 38 10 3.8
6 Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers? 3 4 4 5 3 3 5 4 5 2 38 10 3.8
7
Has the Call Center work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the
work? Has everyone contributed? 4 5 4 4 5 4 3 5 3 4
41 10 4.1
8 Are there any additions to the scope of training requested? 4 4 2 4 4 5 5 4 4 5 41 10 4.1
9 What are the most important elements of your organization case for voice biometrics? 5 4 5 1 4 4 4 4 4 5 40 10 4
10 Is there a critical path to deliver Call Center results? 5 5 5 1 4 4 4 4 5 4 41 10 4.1
11 Is the team formed and are team leaders (Coaches and Management Leads) assigned? 5 4 5 5 5 4 4 2 5 5 44 10 4.4
12 Has/have the customer(s) been identified? 4 5 4 3 4 5 4 5 5 5 44 10 4.4
13
Are your goals realistic? Do you need to redefine your problem? Perhaps the problem has changed or maybe you have reached your goal and
need to set a new one? 4 5 3 4 1 5 5 5 1 2
35 10 3.5
14 Are approval levels defined for contracts and supplements to contracts? 4 4 4 5 5 4 5 5 4 5 45 10 4.5
15 Does the team have regular meetings? 1 5 4 5 5 5 4 4 4 4 41 10 4.1
16 Are audit criteria, scope, frequency and methods defined? 4 5 5 5 4 4 5 4 5 4 45 10 4.5
17 Have the customer needs been translated into specific, measurable requirements? How? 5 2 4 5 4 5 5 4 4 4 42 10 4.2
18 What are the rough order estimates on cost savings/opportunities that Call Center brings? 5 5 4 5 4 4 4 5 4 5 45 10 4.5
19 Are team charters developed? 5 5 1 4 4 4 2 3 3 5 36 10 3.6
20 What would be the goal or target for a Call Center's improvement team? 4 4 4 4 4 2 5 4 2 1 34 10 3.4
21 What are the dynamics of the communication plan? 5 4 4 5 5 3 5 5 5 5 46 10 4.6
22 What defines best in class? 4 5 4 4 5 4 4 2 4 5 41 10 4.1
23 How often are the team meetings? 5 5 4 4 4 2 4 5 5 5 43 10 4.3
24 What baselines are required to be defined and managed? 4 5 5 2 4 5 5 4 4 4 42 10 4.2
25 How was the ‘as is’ process map developed, reviewed, verified and validated? 4 4 4 5 5 4 4 5 5 4 44 10 4.4
26 Are stakeholder processes mapped? 3 2 1 4 5 3 4 5 5 4 36 10 3.6
27 Is it a requirement of the website or call center? 5 4 5 5 5 4 5 4 4 1 42 10 4.2
28 Does your organization require special knowledge of the contact center environment to be successful? 4 5 4 5 1 4 4 5 4 4 40 10 4
29 Is Call Center linked to key stakeholder goals and objectives? 5 5 4 5 3 4 4 4 4 3 41 10 4.1
30 Has a project plan, Gantt chart, or similar been developed/completed? 1 5 5 5 4 5 4 1 4 4 38 10 3.8
31 Will team members regularly document their Call Center work? 5 5 4 4 1 5 1 4 4 4 37 10 3.7
32 How many call center agents required to operate your organization? 5 5 4 1 5 4 5 5 1 4 39 10 3.9
33 Is a provider required to use your organizations form? 5 5 4 4 4 4 5 4 4 5 44 10 4.4
34 Is the suppliers process defined and controlled? 5 5 4 2 5 2 4 5 4 5 41 10 4.1
35 Are different versions of process maps needed to account for the different types of inputs? 5 4 4 2 4 4 4 4 5 5 41 10 4.1
Call Center Self-Assessment Questions
SustainControlImproveAnalyzeMeasureDefineRecognize
Show RACI Matrix Results

36 How can the value of Call Center be defined? 5 5 5 5 5 4 5 4 2 4 44 10 4.4
37 What organizational units are in scope? 4 4 5 4 5 4 5 4 5 5 45 10 4.5
38 Can the provider meet your unique requirements? 3 5 4 1 4 4 4 5 2 2 34 10 3.4
39 What level of security is an offshore call center required to adopt? 4 3 4 4 4 1 4 5 4 4 37 10 3.7
40 How knowledge could be adapted regarding the call centers requirements? 4 4 5 4 4 4 5 4 5 5 44 10 4.4
41 How do you define the solutions' scope? 4 4 4 5 5 5 3 4 5 5 44 10 4.4
42
If substitutes have been appointed, have they been briefed on the Call Center goals and received regular communications as to the progress to
date? 4 4 5 5 3 5 5 4 5 5
45 10 4.5
43 When are meeting minutes sent out? Who is on the distribution list? 1 5 4 4 4 5 5 4 2 5 39 10 3.9
44 Are improvement team members fully trained on Call Center? 5 3 5 5 4 5 4 4 4 4 43 10 4.3
45 Are customers identified and high impact areas defined? 5 4 5 4 3 1 4 5 4 4 39 10 3.9
46 Who defines the rules in relation to any given issue? 5 4 2 4 5 5 5 5 2 5 42 10 4.2
47 Have all of the relationships been defined properly? 4 4 5 4 5 4 5 2 4 5 42 10 4.2
48 Is the scope of Call Center defined? 4 5 4 4 4 5 3 5 1 5 40 10 4
49 What are the customers requirements? 1 1 5 4 4 5 5 5 5 4 39 10 3.9
50 Is it clearly defined in and to your organization what you do? 5 4 4 4 5 5 2 5 4 5 43 10 4.3
51 Are task requirements clearly defined? 4 4 5 5 5 5 1 5 4 1 39 10 3.9
52 How does the Call Center manager ensure against scope creep? 4 2 1 5 4 4 4 1 5 5 35 10 3.5
53 Who are the Call Center improvement team members, including Management Leads and Coaches? 4 4 5 5 4 4 5 5 4 4 44 10 4.4
54 Has your scope been defined? 5 4 4 4 5 4 4 5 5 4 44 10 4.4
55 Are there Call Center problems defined? 5 5 5 5 4 5 5 4 5 4 47 10 4.7
56 What are the compelling stakeholder reasons for embarking on Call Center? 5 4 5 4 1 5 5 3 4 1 37 10 3.7
57 Will team members perform Call Center work when assigned and in a timely fashion? 5 5 3 4 5 4 4 2 5 4 41 10 4.1
58
Is there regularly 100% attendance at the team meetings? If not, have appointed substitutes attended to preserve cross-functionality and full
representation? 4 2 4 4 5 4 4 5 5 5
42 10 4.2
59 How do you think the partners involved in Call Center would have defined success? 1 4 4 4 4 5 5 5 4 5 41 10 4.1
60 Do you all define Call Center in the same way? 5 4 4 4 5 3 4 4 4 5 42 10 4.2
61
Is there a Call Center management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and
responsibilities, communication plan? 5 5 5 5 2 4 5 5 5 5
46 10 4.6
62 How would you define Call Center leadership? 5 5 5 4 4 5 4 1 4 5 42 10 4.2
63 Are you being required to record calls for legal reasons? 5 4 5 4 4 4 4 4 1 4 39 10 3.9
64 When is/was the Call Center start date? 5 5 4 5 4 4 4 5 5 4 45 10 4.5
65 What are the Roles and Responsibilities for each team member and its leadership? Where is this documented? 5 5 4 4 2 5 4 3 5 5 42 10 4.2
66 How will variation in the actual durations of each activity be dealt with to ensure that the expected Call Center results are met? 4 4 5 5 5 4 5 4 5 1 42 10 4.2
67 Are accountability and ownership for Call Center clearly defined? 4 5 4 5 5 5 5 4 4 5 46 10 4.6
68 Have you defined which data is gathered how? 4 4 4 5 5 4 4 4 5 4 43 10 4.3
69 How would you define the culture at your organization, how susceptible is it to Call Center changes? 5 4 4 4 4 4 3 4 5 5 42 10 4.2
70 Who defines (or who defined) the rules and roles? 2 5 4 4 4 5 4 5 4 4 41 10 4.1
71 When is the estimated completion date? 5 2 4 5 5 5 5 5 4 5 45 10 4.5
72 Have specific policy objectives been defined? 5 5 5 4 5 5 1 4 5 4 43 10 4.3
73 How will the Call Center team and the group measure complete success of Call Center? 2 4 4 4 4 1 5 4 5 4 37 10 3.7
74 Is the Call Center scope manageable? 5 5 5 4 4 1 4 5 4 5 42 10 4.2
75
Has anyone else (internal or external to the group) attempted to solve this problem or a similar one before? If so, what knowledge can be
leveraged from these previous efforts? 1 4 4 5 4 5 4 5 4 1
37 10 3.7
76 Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map? 5 4 4 5 5 4 4 5 4 4 44 10 4.4
77 What is the business case that calls for a change? 2 5 4 4 1 4 5 5 4 5 39 10 3.9
78 What specifically is the problem? Where does it occur? When does it occur? What is its extent? 4 5 5 5 5 4 5 4 4 5 46 10 4.6
79 Are there any constraints known that bear on the ability to perform Call Center work? How is the team addressing them? 4 5 5 4 5 5 5 4 5 4 46 10 4.6
80 Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)? 4 4 4 5 4 3 5 2 5 4 40 10 4
81 What critical content must be communicated – who, what, when, where, and how? 3 4 5 4 5 5 5 4 5 5 45 10 4.5
82 Does the strategy require dedicated contact center staff to be available at all times? 5 5 5 3 4 4 3 5 4 3 41 10 4.1
83 How should the architect recommend that Hosted VDI be provisioned to fulfill the virtualization requirements for the call center? 5 2 4 4 5 5 5 4 5 4 43 10 4.3
84
Is the improvement team aware of the different versions of a process: what they think it is vs. what it actually is vs. what it should be vs. what it
could be? 5 4 5 3 4 4 4 5 4 5
43 10 4.3
85 Are customer(s) identified and segmented according to their different needs and requirements? 3 5 4 4 4 5 4 4 5 4 42 10 4.2
86 Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team? 3 5 4 5 5 4 4 1 5 4 40 10 4
87 Have the concerns of stakeholders to help identify and define potential barriers been obtained and analyzed? 3 4 5 4 5 4 4 4 5 4 42 10 4.2
88 Are there other hours that will require the service desk be open? 4 4 4 5 4 5 5 4 4 4 43 10 4.3
89 Have all basic functions of Call Center been defined? 5 5 3 4 3 4 4 4 4 5 41 10 4.1
90 Has the direction changed at all during the course of Call Center? If so, when did it change and why? 1 5 3 5 4 4 5 5 5 4 41 10 4.1
91 What are the boundaries of the scope? What is in bounds and what is not? What is the start point? What is the stop point? 4 5 2 5 5 4 4 4 5 5 43 10 4.3
92 Has a team charter been developed and communicated? 3 5 4 5 4 4 4 2 4 4 39 10 3.9
93 Is the team equipped with available and reliable resources? 5 2 4 5 2 5 5 4 5 5 42 10 4.2
94 How have you defined all Call Center requirements first? 4 4 5 4 4 4 4 5 4 4 42 10 4.2
95 What constraints exist that might impact the team? 4 4 5 5 5 5 4 4 5 4 45 10 4.5
96 What are the main telecommunication requirements in your organization? 5 5 4 4 4 3 4 4 5 5 43 10 4.3
97 Is full participation by members in regularly held team meetings guaranteed? 5 4 4 4 4 4 4 4 5 5 43 10 4.3
98 How does the organization define, manage, and improve its Call Center processes? 4 4 3 4 2 4 5 4 3 2 35 10 3.5
99 Is data collected and displayed to better understand customer(s) critical needs and requirements. 4 5 4 4 5 5 4 4 5 5 45 10 4.5
100 What customer feedback methods were used to solicit their input? 5 4 4 5 4 4 4 3 4 5 42 10 4.2
101
How did the Call Center manager receive input to the development of a Call Center improvement plan and the estimated completion dates/times
of each activity? 5 4 4 5 5 1 4 4 1 5
38 10 3.8
102 Is the current ‘as is’ process being followed? If not, what are the discrepancies? 3 5 5 4 4 5 5 4 5 4 44 10 4.4
103 Are roles and responsibilities formally defined? 5 5 5 4 4 5 4 4 4 5 45 10 4.5
104 Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)? 5 5 4 4 4 5 4 5 3 5 44 10 4.4
105 Do you have the required IT infrastructure and resources? 1 5 4 5 4 4 4 5 4 4 40 10 4
106 How do you define collaboration and team output? 5 4 4 3 4 3 4 4 5 5 41 10 4.1
107 How do you keep key subject matter experts in the loop? 2 5 5 1 4 5 5 3 4 4 38 10 3.8
108 In what way can you redefine the criteria of choice clients have in your category in your favor? 5 4 5 5 4 1 4 3 4 3 38 10 3.8
109 Has everyone on the team, including the team leaders, been properly trained? 5 1 4 4 4 2 4 1 4 4 33 10 3.3
110 Is Call Center currently on schedule according to the plan? 4 4 5 5 4 5 4 4 4 4 43 10 4.3
111 How is the team tracking and documenting its work? 4 5 4 4 5 4 2 4 5 1 38 10 3.8
112 Is a fully trained team formed, supported, and committed to work on the Call Center improvements? 4 5 5 5 4 3 5 4 4 5 44 10 4.4
113 What key stakeholder process output measure(s) does Call Center leverage and how? 5 4 4 5 4 4 4 5 4 4 43 10 4.3
114 How and when will the baselines be defined? 2 1 5 2 4 4 5 5 4 2 34 10 3.4
115 Has a high-level ‘as is’ process map been completed, verified and validated? 4 5 5 4 5 5 4 4 5 5 46 10 4.6
0 0 0
SCORE 468 483 482 474 470 464 486 465 474 478 4744 1150 4.1
3 Measure Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
1 How large is the gap between current performance and the customer-specified (goal) performance? 4 4 4 3 3 1 4 5 2 5 35 10 3.5
2 What factors influence the impact a breach will have on your organization? 4 4 3 3 5 5 4 3 3 5 39 10 3.9
3 What has the team done to assure the stability and accuracy of the measurement process? 4 4 4 4 3 1 4 4 1 5 34 10 3.4
4 Do offshore call centres impact customer satisfaction? 5 5 3 3 2 3 3 4 3 3 34 10 3.4
5 Are key measures identified and agreed upon? 3 2 4 3 4 4 3 3 4 4 34 10 3.4
6 Have you considered the interactions between call centers and service/help desks and the impact of any outsourcing arrangements? 3 5 1 5 3 3 5 5 4 4 38 10 3.8
7 Will amalgamation impact service levels in call centres? 2 4 4 4 5 5 5 3 4 3 39 10 3.9
8
Is your contact center stuck in the last decade, measuring the same things you have always measured – service level, handle time, after call
work? 3 3 4 5 5 4 4 4 4 4
40 10 4
9 Have you found any ‘ground fruit’ or ‘low-hanging fruit’ for immediate remedies to the gap in performance? 4 3 5 3 3 3 5 2 4 4 36 10 3.6
10 When will agent centric endeavors represent a priority for your organization? 2 1 3 5 3 4 1 5 3 5 32 10 3.2
11 What metrics/kpis are currently used to measure call center and revenue cycle performance? 5 5 3 3 4 3 4 4 1 3 35 10 3.5
12
Is the deal principally predicated on achieving cost synergies through rationalizing branch networks or achieving economies of scale by merging
back office operations? 1 5 4 4 3 5 4 5 4 3
38 10 3.8
13 Do you have a prioritization system for handling inbound calls? 5 5 3 2 4 2 5 5 3 3 37 10 3.7
14 Who participated in the data collection for measurements? 5 5 5 4 5 5 1 4 1 4 39 10 3.9
15 Is concept clustering or frequency analysis accomplished on every call in the database? 5 4 3 5 3 4 3 4 3 3 37 10 3.7
16 What are the costs for your call center, your localized call center? 4 4 3 4 3 3 5 5 1 4 36 10 3.6
17 Was a data collection plan established? 3 3 4 4 3 4 3 4 2 3 33 10 3.3
18 How effective and impactful is quality assurance in your contact center? 3 4 4 5 2 5 5 1 3 3 35 10 3.5
19 Have you analyzed the usage data? 5 3 5 2 4 4 3 3 3 5 37 10 3.7
20 Is Process Variation Displayed/Communicated? 5 3 3 4 1 5 3 4 4 4 36 10 3.6
21 Do empirical studies show that distribution costs vary with customers? 5 3 4 3 3 3 5 4 4 3 37 10 3.7
22 Is there a Performance Baseline? 4 1 5 3 4 3 5 4 3 1 33 10 3.3
23 What key measures identified indicate the performance of the stakeholder process? 3 5 5 3 4 4 4 3 5 5 41 10 4.1
24 What is the impact on your organization? 4 1 4 5 3 5 5 5 5 4 41 10 4.1
25 What is it like to be a call center analyst at your organization? 3 2 5 3 4 3 5 4 3 4 36 10 3.6
26 What are the key input variables? What are the key process variables? What are the key output variables? 5 5 5 4 4 2 3 5 4 3 40 10 4
27 Is a solid data collection plan established that includes measurement systems analysis? 4 1 4 4 4 5 3 2 3 4 34 10 3.4
28 How do you measure call center performance? 3 3 3 4 3 4 3 1 4 4 32 10 3.2
29 Is your senior management engaged and supportive of risk analysis and risk improvement? 5 5 5 5 3 4 5 4 5 3 44 10 4.4
30 What are your call centers operational costs – breakdown? 5 5 5 4 2 4 4 3 3 1 36 10 3.6
31 What is the impact of change to your organization? 3 5 5 3 5 3 3 3 5 4 39 10 3.9
32 Are high impact defects defined and identified in the stakeholder process? 3 4 4 4 3 3 3 5 4 5 38 10 3.8
33 How much do missed calls cost your organization? 4 5 5 5 5 4 5 4 5 5 47 10 4.7
34
How should the architect recommend that the hosted shared servers be provisioned to fulfill the virtualization requirements for the call center
while keeping the impact to storage as low as possible? 4 5 5 4 3 4 5 4 3 5
42 10 4.2
35 How can companies provide differentiated service at reduced costs? 5 5 3 4 3 3 4 3 5 4 39 10 3.9
36 What have you done to reduce costs, increase revenue, or save time? 2 4 3 5 3 3 5 5 5 3 38 10 3.8
37 How old are the systems and what are the related first and maintenance service costs? 1 5 3 5 3 5 4 1 5 5 37 10 3.7
38
Are you also looking for creative and cost efficient ways to ensure the ongoing training of your call center front line associates and management? 5 3 5 5 4 5 3 3 4 5
42 10 4.2
39 What is cost to provide a tracing service? 2 5 3 5 4 4 3 5 1 3 35 10 3.5
40 Is data collected on key measures that were identified? 4 4 4 3 5 4 4 3 3 5 39 10 3.9
41 Are process variation components displayed/communicated using suitable charts, graphs, plots? 4 3 4 4 5 3 3 5 3 4 38 10 3.8
42 What charts has the team used to display the components of variation in the process? 5 5 3 3 5 5 5 4 5 4 44 10 4.4
43 What key performance metrics are used to measure call center effectiveness? 4 4 4 4 5 4 4 3 3 4 39 10 3.9
44 Is data collection planned and executed? 5 4 2 4 3 5 3 4 4 4 38 10 3.8
45 What is the average cost per call per agent? 5 4 4 3 5 2 3 2 3 2 33 10 3.3
46 How important is call center analytics to customer experience? 3 3 5 5 3 3 3 3 4 3 35 10 3.5
47 What would the impact be on your customers? 3 3 1 1 3 3 5 4 2 5 30 10 3
48 Does your executive board see the contact center as a strategic asset or operational cost center? 3 3 1 3 5 5 5 4 4 3 36 10 3.6
49 Why measure the multi channel impact to the call center? 4 5 1 5 4 4 4 3 5 4 39 10 3.9
50 What particular quality tools did the team find helpful in establishing measurements? 2 3 4 2 4 3 4 5 3 4 34 10 3.4
51 Is long term and short term variability accounted for? 5 4 5 3 2 5 3 4 3 3 37 10 3.7
52 What are the measures that most directly correlate with business objectives? 4 5 1 5 4 3 5 4 1 4 36 10 3.6
53 How do your call center supervisors measure up? 4 3 4 4 4 3 4 5 5 3 39 10 3.9
54 What are the measures of call center? 4 4 5 3 1 5 3 3 3 4 35 10 3.5
55 What is average cost of call center call? 3 2 5 4 2 5 3 3 5 5 37 10 3.7
56 What are the performance results and cost savings that contact centers might anticipate? 3 5 2 4 4 5 1 4 5 1 34 10 3.4
57 What data was collected (past, present, future/ongoing)? 4 5 2 4 4 5 3 4 4 4 39 10 3.9
58 How will the new work from home scenarios impact the call center industry? 5 4 5 5 5 5 3 5 4 1 42 10 4.2
59 How much are missed calls costing your business? 5 3 3 4 4 3 4 5 5 5 41 10 4.1
60 How do you measure participant satisfaction with your call center? 1 4 1 4 1 4 4 5 5 3 32 10 3.2

61
What are the agreed upon definitions of the high impact areas, defect(s), unit(s), and opportunities that will figure into the process capability
metrics? 5 4 2 2 5 3 3 3 5 5
37 10 3.7
62 What does it really cost to operate your call center? 5 2 1 3 1 3 4 4 2 5 30 10 3
63 Is key measure data collection planned and executed, process variation displayed and communicated and performance baselined? 5 3 5 4 3 4 5 3 4 5 41 10 4.1
64 What is an occupancy level and how can it be measured? 2 5 4 5 4 5 5 4 3 4 41 10 4.1
0 0 0
SCORE 242 242 231 244 226 243 244 241 226 242 2381 640 3.7
4 Analyze Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
1 How are you working with different functions to make the call center a contributor to corporate success to drive customer loyalty? 4 4 4 3 3 3 4 4 3 3 35 10 3.5
2 What is the cost of poor quality as supported by the team’s analysis? 3 5 3 4 2 3 4 4 4 4 36 10 3.6
3 What are the revised rough estimates of the financial savings/opportunity for Call Center improvements? 4 5 4 4 5 4 4 1 4 3 38 10 3.8
4 What quality tools were used to get through the analyze phase? 3 3 4 1 1 3 4 3 3 3 28 10 2.8
5 Are data available at needed time? 4 4 4 3 3 3 4 3 4 4 36 10 3.6
6 How do you protect your critical data? 3 3 4 3 3 4 3 4 4 4 35 10 3.5
7 Do you have experience updating and navigating database systems and accurately entering data? 4 4 3 3 1 3 4 3 4 2 31 10 3.1
8 Were Pareto charts (or similar) used to portray the ‘heavy hitters’ (or key sources of variation)? 3 4 4 3 1 3 4 3 3 4 32 10 3.2
9 What were the financial benefits resulting from any ‘ground fruit or low-hanging fruit’ (quick fixes)? 4 4 4 2 1 4 4 3 3 3 32 10 3.2
10 Do you believe that the processes are well governed and lead? 4 3 5 4 4 3 3 3 4 4 37 10 3.7
11 Are gaps between current performance and the goal performance identified? 4 4 4 4 2 4 4 3 3 3 35 10 3.5
12 Is coaching a frequent and ongoing process in your call center? 4 4 1 5 2 3 4 3 4 4 34 10 3.4
13 What tools were used to generate the list of possible causes? 3 1 3 4 1 4 1 4 4 5 30 10 3
14 Is the call center able to customize reports to provide meaningful data? 4 3 4 4 4 3 4 3 3 4 36 10 3.6
15 Is your organization / processor reciprocally liable to you if a breach happens on system? 4 4 3 4 5 3 3 4 3 3 36 10 3.6
16 What drives the need for intelligent contact centers? 3 4 3 4 4 4 4 4 4 4 38 10 3.8
17 Is data and process analysis, root cause analysis and quantifying the gap/opportunity in place? 3 3 3 4 5 3 3 3 4 5 36 10 3.6
18 Does your facility have an internal protocol for the implementation of waiver processes during a disaster? 3 3 2 3 4 4 3 3 4 4 33 10 3.3
19 When do you call the purchase process complex? 3 3 4 4 4 3 4 1 4 3 33 10 3.3
20 What type and where are data centers located? 4 3 3 3 4 3 3 3 4 4 34 10 3.4
21 How have your processes developed since your organization was formed? 3 3 5 4 1 3 4 4 4 1 32 10 3.2
22 Have the problem and goal statements been updated to reflect the additional knowledge gained from the analyze phase? 4 3 5 2 3 4 2 4 3 4 34 10 3.4
23 Is the performance gap determined? 4 4 3 4 3 3 4 4 1 4 34 10 3.4
24 How do you make sure that your customer service processes are yielding adequate results? 1 4 2 5 4 4 4 4 2 3 33 10 3.3
25 What growth opportunities do you have at your organization? 4 4 3 5 3 3 4 4 5 4 39 10 3.9
26 Do you retrieve the required data to report outcomes? 3 3 3 4 4 3 1 5 4 4 34 10 3.4
27 Where is dial tone and call processing done? 3 4 3 3 3 5 2 5 3 4 35 10 3.5
28 How many personal data records have been affected? 3 2 2 4 2 3 4 4 4 3 31 10 3.1
29 Is customer satisfaction part of the quality assurance process? 1 4 3 3 4 3 1 3 4 3 29 10 2.9
30 What did the team gain from developing a sub-process map? 3 4 3 3 4 3 3 4 4 3 34 10 3.4
31 What were the crucial ‘moments of truth’ on the process map? 4 3 1 4 4 2 4 4 4 4 34 10 3.4
32 Are you losing business due to inefficient lead management process? 4 3 3 2 3 2 4 3 4 4 32 10 3.2
33 How is data from call centers kept? 4 5 1 5 1 4 4 4 4 3 35 10 3.5
34 Did any value-added analysis or ‘lean thinking’ take place to identify some of the gaps shown on the ‘as is’ process map? 3 3 3 1 4 3 3 4 3 3 30 10 3
35 Was a cause-and-effect diagram used to explore the different types of causes (or sources of variation)? 4 4 4 2 4 2 3 3 3 4 33 10 3.3
36 Was a detailed process map created to amplify critical steps of the ‘as is’ stakeholder process? 3 4 3 3 3 1 3 5 3 4 32 10 3.2
37 Is omnichannel more about technology, people or process? 3 4 3 5 3 4 4 3 3 3 35 10 3.5
38 Do you have partial access or no access to your driveway? 3 4 3 4 3 3 3 4 3 5 35 10 3.5
39 Why outsource some or all of your finance and accounting processes? 3 4 3 3 4 1 3 4 2 4 31 10 3.1
40 When did the data breach take place? 4 3 4 4 3 4 3 3 3 4 35 10 3.5
41 Which process is calling most of system calls? 3 3 3 3 2 3 4 2 5 4 32 10 3.2
42 How secure will your customer data be with a potential call center? 4 1 3 4 3 3 3 2 4 3 30 10 3
43 Have any additional benefits been identified that will result from closing all or most of the gaps? 5 4 3 3 3 4 4 3 3 3 35 10 3.5
44 How many data subjects could be affected by the data breach? 4 3 4 3 4 4 4 3 3 4 36 10 3.6
45 What conclusions were drawn from the team’s data collection and analysis? How did the team reach these conclusions? 4 3 1 4 3 2 4 4 1 4 30 10 3
46 Is the gap/opportunity displayed and communicated in financial terms? 1 4 4 3 4 4 4 3 5 3 35 10 3.5
47 Is your organization creating a call center or a centralized scheduling process? 1 4 3 3 3 4 2 4 3 4 31 10 3.1
48 Were there any improvement opportunities identified from the process analysis? 3 5 4 3 4 4 3 4 3 3 36 10 3.6
49 What tools were used to narrow the list of possible causes? 3 4 3 3 5 3 3 1 4 3 32 10 3.2
50 What call metadata is captured out of the box? 4 5 4 4 2 4 4 5 4 4 40 10 4
51 How do the quality management processes in the call center help you? 3 4 4 3 3 5 4 3 4 3 36 10 3.6
52 How was the detailed process map generated, verified, and validated? 4 4 3 4 3 4 4 4 4 4 38 10 3.8
53 Were any designed experiments used to generate additional insight into the data analysis? 4 4 2 3 3 1 3 1 3 4 28 10 2.8
54 What functions are in the outsourced business process? 1 3 3 3 4 3 5 1 4 4 31 10 3.1
55 What factors influence the governance of business process outsourcing? 4 2 4 3 4 4 4 3 4 3 35 10 3.5
56 How do you ensure that your hiring process works? 1 3 3 4 3 4 5 3 1 4 31 10 3.1
57 Why does your organization need to govern its outsourced business processes? 3 3 4 3 3 4 4 3 4 3 34 10 3.4
58 What reports are showing the same or similar data? 3 3 3 3 3 3 3 4 3 4 32 10 3.2
59 What categories of data subjects have been affected? 3 3 2 3 3 4 3 4 3 1 29 10 2.9
60 Can inbound agents identify sales opportunities/leads through specified triggers that may occur during inbound service calls? 3 4 3 4 3 4 4 2 4 3 34 10 3.4
61 Has established performance metrics for call quality to identify opportunities for improvement? 3 4 3 4 3 3 1 3 2 4 30 10 3
62 Is the Call Center process severely broken such that a re-design is necessary? 4 4 4 4 3 4 1 2 1 2 29 10 2.9
63 Is call metadata available for use as report parameters? 5 5 1 4 3 3 4 3 5 3 36 10 3.6
64 Does maximise allow redundant call control elements to be distributed across multiple data centres? 3 4 4 3 4 4 5 4 3 4 38 10 3.8
65 How long will it take to process your order? 4 4 3 4 4 4 4 4 3 4 38 10 3.8
66 Are changes to the user database performed by employees or vendors? 5 3 4 4 3 3 3 3 4 5 37 10 3.7
67 What is the right outsourcing strategy for your process? 2 4 4 3 4 4 3 3 1 4 32 10 3.2
68 Did any additional data need to be collected? 1 3 4 4 4 3 4 3 4 3 33 10 3.3
69 What data is the manufacturer requiring? 4 3 3 3 4 4 4 4 5 1 35 10 3.5
70 What does the data say about the performance of the stakeholder process? 4 4 4 4 4 4 3 4 1 4 36 10 3.6
71 How many call centers store, process or transmit cardholder data? 2 5 3 4 5 3 3 3 3 3 34 10 3.4
72 How will you receive data in order for the call center to work leads? 5 4 4 3 3 4 3 4 3 3 36 10 3.6
73 Does loss of data or privacy equal lost money? 2 2 4 3 4 4 2 4 4 2 31 10 3.1
74 What size was the customer database you dealt with? 4 3 4 4 4 4 4 4 4 3 38 10 3.8
75 What about the hiring process for part time officers? 3 4 4 4 4 4 3 3 3 4 36 10 3.6
76 How will your customers respond to data breaches? 3 3 4 4 4 5 3 4 3 4 37 10 3.7
77 When was the last set of process maps done for all functions in the center? 3 1 3 3 3 3 4 3 3 3 29 10 2.9
78 Do you use data to identify agents who drive repeat calls? 4 3 1 4 3 4 3 3 3 3 31 10 3.1
79 What processes are being evaluated for outsourcing? 4 3 3 3 4 4 2 3 4 4 34 10 3.4
80 What categories of personal data have been affected by the data breach? 4 3 3 4 3 4 3 1 4 4 33 10 3.3
81 Are your customer service processes working? 4 2 4 4 3 4 4 4 3 3 35 10 3.5
82 When did your organization become aware of the data breach? 3 3 3 3 4 4 4 3 4 5 36 10 3.6
83 Are all data within specified domains? 3 1 4 3 3 3 3 4 3 4 31 10 3.1
0 0 0
SCORE 275 287 270 288 270 284 281 275 281 291 2802 830 3.4
5 Improve Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
1 Does the vendors solution have the ability to schedule follow up calls with callers? 2 2 3 2 2 2 4 2 2 3 24 10 2.4
2 How did the team generate the list of possible solutions? 2 2 4 3 5 2 2 3 3 2 28 10 2.8
3 Does internal marketing improve service quality in call centres? 3 3 2 3 1 2 1 1 3 3 22 10 2.2
4 How does the solution remove the key sources of issues discovered in the analyze phase? 3 3 4 3 2 2 3 2 3 3 28 10 2.8
5 How are you evaluating risk during your management meetings? 4 2 2 3 5 1 3 2 3 2 27 10 2.7
6 Does your organization review the risks in your area for increased call numbers or severity? 5 3 4 3 2 2 2 3 2 3 29 10 2.9
7 What do you do to improve your call centers culture? 3 3 3 3 3 1 3 2 4 1 26 10 2.6
8 Why is risk management importance rising? 2 3 3 2 3 3 1 1 2 2 22 10 2.2
9 What risks have you taken in your current job, and what happened as a result? 3 2 3 2 3 3 2 2 1 2 23 10 2.3
10 Who can benefit from hosted call center solutions? 2 5 3 1 3 3 1 2 3 3 26 10 2.6
11 Is the optimal solution selected based on testing and analysis? 3 2 2 2 3 2 5 4 2 5 30 10 3
12 What does the ‘should be’ process map/design look like? 3 3 3 2 5 1 3 2 4 5 31 10 3.1
13 What is Call Center's impact on utilizing the best solution(s)? 2 3 2 2 2 3 3 3 2 2 24 10 2.4
14 Is the implementation plan designed? 3 2 3 3 3 2 5 2 5 1 29 10 2.9
15 What tools were most useful during the improve phase? 3 3 3 2 2 3 3 2 2 3 26 10 2.6
16 How will the team or the process owner(s) monitor the implementation plan to see that it is working as intended? 2 3 3 2 2 3 2 3 3 5 28 10 2.8
17 What risks will your organization accept for competing objectives? 3 2 3 2 2 2 3 3 3 3 26 10 2.6
18 Is a contingency plan established? 5 3 3 5 2 3 3 2 2 2 30 10 3
19 Do you want an objective, wide ranging, and simple measure for evaluating the effectiveness of your call center? 3 2 3 3 3 3 2 3 3 3 28 10 2.8
20 Do you really understand your customers? 3 2 2 2 3 3 2 2 3 3 25 10 2.5
21 How is strategy and risks communicated to your organization? 2 3 3 3 2 3 2 3 3 3 27 10 2.7
22 Is pilot data collected and analyzed? 2 2 3 2 3 4 2 2 2 3 25 10 2.5
23 What error proofing will be done to address some of the discrepancies observed in the ‘as is’ process? 2 3 2 2 5 3 3 2 4 4 30 10 3
24 What risks will your organization take on new initiatives? 3 2 5 3 3 2 3 2 4 1 28 10 2.8
25 Was a pilot designed for the proposed solution(s)? 2 3 2 3 3 2 2 2 2 1 22 10 2.2
26 Why the attention on more formalized risk management? 2 2 3 2 3 3 2 4 2 2 25 10 2.5
27
Is a solution implementation plan established, including schedule/work breakdown structure, resources, risk management plan, cost/budget, and
control plan? 2 2 2 3 3 3 3 3 1 2
24 10 2.4
28 Is there a cost/benefit analysis of optimal solution(s)? 3 2 5 2 3 1 2 4 3 2 27 10 2.7
29 Have cloud based solutions made any difference to your contact center? 3 4 3 3 2 3 2 3 3 2 28 10 2.8
30 Were any criteria developed to assist the team in testing and evaluating potential solutions? 2 2 2 3 4 2 4 3 2 3 27 10 2.7
31 What is the team’s contingency plan for potential problems occurring in implementation? 3 2 1 3 3 3 3 3 2 3 26 10 2.6
32 Are there any constraints (technical, political, cultural, or otherwise) that would inhibit certain solutions? 2 1 2 2 2 2 5 2 2 3 23 10 2.3
33 Why have spreadsheets become the favored workaround solution for reporting? 3 3 3 3 3 2 3 3 3 3 29 10 2.9
34 Are possible solutions generated and tested? 2 3 3 2 2 3 3 3 4 3 28 10 2.8
35 Are the best solutions selected? 5 2 2 3 2 3 3 3 3 3 29 10 2.9
36 What attendant changes will need to be made to ensure that the solution is successful? 2 2 3 2 2 2 3 3 3 5 27 10 2.7
37 What is the risk of taking average call time as a performance indicator for call center agents? 2 3 2 2 1 3 2 3 2 3 23 10 2.3
38 Is the solution provider expected to include the call center and staff as part of the solution? 3 3 3 3 3 2 2 2 3 3 27 10 2.7
39 What were the underlying assumptions on the cost-benefit analysis? 2 2 3 3 1 3 2 1 2 2 21 10 2.1
40 Do you understand how everything works? 3 2 1 2 2 2 2 2 2 3 21 10 2.1
41 Do you have any suggestions to make to improve the call center experience? 2 3 3 3 3 4 2 3 3 4 30 10 3
42 What tools were used to evaluate the potential solutions? 3 2 3 3 3 2 4 3 3 1 27 10 2.7
43 What tools were used to tap into the creativity and encourage ‘outside the box’ thinking? 2 2 2 2 2 3 2 3 3 3 24 10 2.4
44 What lessons, if any, from a pilot were incorporated into the design of the full-scale solution? 3 3 3 2 2 2 2 1 3 3 24 10 2.4
45 How will that employees results affect your organization? 3 3 2 3 3 3 2 2 3 2 26 10 2.6
46 What are the strategic benefits of implementing call center automation solutions? 3 3 2 2 2 2 3 5 2 3 27 10 2.7
47 Will your customer journey map bypass the call center? 3 5 2 3 4 2 2 3 3 3 30 10 3
48 How to evaluate service provider capabilities in different service types? 2 2 3 2 2 3 2 2 2 2 22 10 2.2
49 Are new and improved process (‘should be’) maps developed? 4 3 3 2 3 2 3 3 2 4 29 10 2.9
50 How is risk currently managed in your organization? 2 4 5 3 4 1 2 2 3 4 30 10 3
51 Is there a small-scale pilot for proposed improvement(s)? What conclusions were drawn from the outcomes of a pilot? 1 2 3 4 2 2 3 3 3 2 25 10 2.5
52 What is the quality of the solutions returned by the considered algorithms? 3 4 3 3 3 3 1 2 2 3 27 10 2.7
53 Are you recording the calls to help your employees improve? 3 3 2 2 3 3 3 1 3 3 26 10 2.6
54 What vendor make is your Call center solution? 2 3 3 2 3 3 2 3 3 2 26 10 2.6
55 What is the implementation plan? 3 5 3 2 3 3 1 2 2 2 26 10 2.6

56 Are improved process (‘should be’) maps modified based on pilot data and analysis? 2 3 3 5 3 3 2 3 3 3 30 10 3
57 What can be done to reduce the psychosocial risks associated with working as a call handler? 3 3 3 3 2 2 2 2 3 2 25 10 2.5
58 Which call center solution is right for your business? 3 3 2 3 3 2 2 1 3 5 27 10 2.7
59 Is a first call resolution program right for your call center? 5 2 3 3 2 2 2 3 3 3 28 10 2.8
60 Do you experience problems in sharing of ideas for potential service improvements? 4 3 2 3 4 3 2 1 2 3 27 10 2.7
61 What would you improve in your work? 2 3 2 2 3 3 3 2 3 1 24 10 2.4
62 What communications are necessary to support the implementation of the solution? 3 3 4 2 3 3 3 2 4 5 32 10 3.2
63 What actions do you take to optimize the call center and improve customer service? 2 3 2 2 2 5 3 2 2 3 26 10 2.6
64 How will the group know that the solution worked? 2 2 2 2 3 3 1 3 3 2 23 10 2.3
65 Describe the design of the pilot and what tests were conducted, if any? 3 2 3 4 2 2 2 2 3 3 26 10 2.6
66 How did you make the decision to outsource your customer call centers? 2 2 3 2 2 2 3 3 3 3 25 10 2.5
0 0 0
SCORE 179 177 182 170 179 165 165 161 179 184 1741 660 2.6
6 Control Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
1 Is a response plan established and deployed? 2 4 1 5 2 2 1 1 1 1 20 10 2
2 How will the process owner and team be able to hold the gains? 1 2 2 2 3 1 1 2 2 2 18 10 1.8
3 Do you use the monitoring data for call center process improvement? 3 1 2 1 1 1 2 2 2 2 17 10 1.7
4 How does your organization check own safeguards against call center fraud? 1 1 1 2 3 2 1 2 1 2 16 10 1.6
5 How will the process owner verify improvement in present and future sigma levels, process capabilities? 1 1 1 1 1 1 1 1 2 2 12 10 1.2
6 Do you want your contact center agents freed from repeating a standard greeting for each call? 2 1 1 2 2 2 1 5 1 1 18 10 1.8
7 Does the call center follow industry standard best practice? 2 1 2 1 1 1 2 2 2 2 16 10 1.6
8
How will new or emerging customer needs/requirements be checked/communicated to orient the process toward meeting the new specifications
and continually reducing variation? 1 1 2 1 2 2 4 2 3 1
19 10 1.9
9 Do you monitor and/or record service center calls? 1 1 3 1 2 3 2 1 1 2 17 10 1.7
10 How would you rate your organizations commitment to improving performance against metrics? 2 1 1 5 2 2 2 1 1 1 18 10 1.8
11 When was the initial security plan written and last revised? 1 1 2 1 1 1 2 2 4 2 17 10 1.7
12 What quality tools were useful in the control phase? 1 1 2 2 1 1 3 1 1 1 14 10 1.4
13 Is there a standardized process? 3 3 2 2 1 5 1 1 1 3 22 10 2.2
14 What is the recommended frequency of auditing? 4 3 2 1 2 3 2 2 1 2 22 10 2.2
15 What role did the workforce management tool play in creating the plan? 2 2 2 1 4 2 1 2 1 2 19 10 1.9
16 How was the customer service plan developed? 1 1 1 4 2 4 2 1 3 4 23 10 2.3
17 What do you learn from customers complaints? 1 3 2 4 1 1 1 1 4 1 19 10 1.9
18 Have new or revised work instructions resulted? 1 2 2 2 1 2 4 2 2 1 19 10 1.9
19 Is reporting being used or needed? 1 1 2 4 1 1 1 2 2 1 16 10 1.6
20 Is your system sufficiently protected against potential hackers or virus attacks? 1 1 2 2 2 2 2 2 2 1 17 10 1.7
21 What is the control/monitoring plan? 2 2 1 2 4 5 3 5 2 2 28 10 2.8
22 Does the service offer monitoring and responding to incoming email? 3 1 3 1 5 2 1 2 2 1 21 10 2.1
23 Is it safe to assume that you are here to learn a little bit about each other? 1 1 2 1 1 1 2 1 2 1 13 10 1.3
24 Is there a control plan in place for sustaining improvements (short and long-term)? 1 1 2 2 2 1 1 1 4 2 17 10 1.7
25 Will any special training be provided for results interpretation? 2 2 1 1 2 3 2 1 4 2 20 10 2
26
Do any of the dispatch centers that will receive calls by the call transfer method over private tie lines also want to have control of any optional
features transferred with the call? 2 2 1 4 1 2 2 1 1 1
17 10 1.7
27 What reports and information are available to you on your plans call center activity? 4 1 2 1 2 2 3 1 2 2 20 10 2
28 Has the improved process and its steps been standardized? 2 1 2 1 3 2 3 2 1 1 18 10 1.8
29 What should the next improvement project be that is related to Call Center? 1 1 2 2 4 2 1 2 4 1 20 10 2
30 What access control system equipment is used? 3 2 2 2 1 5 2 1 2 1 21 10 2.1
31 What steps must self funded group health plans take? 1 1 1 1 5 3 1 1 1 2 17 10 1.7
32 Who is responsible for preparing and reviewing the security plan? 2 3 1 1 1 2 2 1 5 2 20 10 2
33 How much training is planned for call center agents? 1 2 2 2 2 5 2 2 1 1 20 10 2
34 What are your plans for integrating a cloud strategy into your contact center solution? 1 2 1 2 1 1 4 2 3 2 19 10 1.9
35 Is new knowledge gained imbedded in the response plan? 2 2 2 5 1 5 1 1 1 1 21 10 2.1
36 Who is the Call Center process owner? 2 2 2 1 3 1 2 1 1 1 16 10 1.6
37 What key inputs and outputs are being measured on an ongoing basis? 1 1 2 2 1 1 2 1 1 1 13 10 1.3
38 Have your plans to implement a call center been hampered by high costs or limited feature sets? 2 1 2 2 2 4 1 1 2 1 18 10 1.8
39
How can businesses make the right decisions about which provider to select, what capabilities are needed, and how to plan for a successful
telephony and/or call center deployment? 1 1 2 2 1 2 1 1 2 2
15 10 1.5
40 What capabilities will planners, call center staff etc need? 2 3 1 4 1 2 1 2 2 2 20 10 2
41 Are there documented procedures? 1 2 4 2 1 2 2 1 1 2 18 10 1.8
42 How might you learn of a breach of privacy or confidentiality? 2 3 2 2 2 1 2 2 1 1 18 10 1.8
43 What other areas of the group might benefit from the Call Center team’s improvements, knowledge, and learning? 4 1 1 2 1 2 1 1 1 1 15 10 1.5
44 Is there any kind of data security standard that you need to be in compliance with? 2 1 1 2 1 4 4 2 1 1 19 10 1.9
45 Is your system sufficiently protected against natural disasters or other emergencies? 1 2 1 1 5 2 2 2 5 5 26 10 2.6
46 Are there control activities in place in your organization? 2 2 1 1 2 1 1 2 1 2 15 10 1.5
47 How will input, process, and output variables be checked to detect for sub-optimal conditions? 2 1 1 2 1 1 1 2 2 2 15 10 1.5
48 What is the value of an enterprise strategic planning solution? 2 2 4 5 5 2 5 1 1 2 29 10 2.9
49 Is knowledge gained on process shared and institutionalized? 1 1 1 4 4 1 1 1 1 1 16 10 1.6
50 Are operating procedures consistent? 2 2 1 3 4 4 2 2 1 3 24 10 2.4
51 Is there a transfer of ownership and knowledge to process owner and process team tasked with the responsibilities. 1 1 2 2 4 1 2 1 4 4 22 10 2.2
52
How will the day-to-day responsibilities for monitoring and continual improvement be transferred from the improvement team to the process
owner? 1 1 4 2 2 2 2 3 1 2
20 10 2
53 Do your monitoring forms reflect your call centers priorities and brand? 1 3 1 1 2 1 1 2 2 1 15 10 1.5
54 What is call center strategic planning? 1 1 1 2 2 1 3 1 1 4 17 10 1.7
55 Is the function standardized across all contact centers? 1 2 2 5 2 1 5 2 2 2 24 10 2.4
56 Do you have any plans to explore alternatives to your current contact center solution? 2 2 1 2 2 5 1 1 3 1 20 10 2
57 What kind of internal monitoring systems you have? 2 3 1 1 2 2 1 2 3 1 18 10 1.8
58 Which group health plans must comply? 3 1 1 3 4 1 4 1 1 2 21 10 2.1
59 Are new process steps, standards, and documentation ingrained into normal operations? 1 1 2 2 1 1 1 2 2 1 14 10 1.4
60 Does a troubleshooting guide exist or is it needed? 1 2 1 2 2 2 1 2 5 2 20 10 2
61 Do you monitor and/or tape calls to your call center? 3 2 2 2 2 1 4 5 1 2 24 10 2.4
62 Has your organization reported or planning to report the data breach to other organizations? 3 1 1 1 5 3 3 2 1 1 21 10 2.1
63 How might the group capture best practices and lessons learned so as to leverage improvements? 2 1 1 1 2 1 1 1 1 2 13 10 1.3
64 Are documented procedures clear and easy to follow for the operators? 2 4 1 1 2 3 2 2 2 5 24 10 2.4
65 Does the Call Center performance meet the customer’s requirements? 1 2 2 2 2 1 2 1 2 1 16 10 1.6
66 Is there a documented investigative plan? 1 2 3 1 2 2 2 2 1 2 18 10 1.8
67 How will report readings be checked to effectively monitor performance? 2 2 1 5 2 1 1 1 3 1 19 10 1.9
68 Does job training on the documented procedures need to be part of the process team’s education and training? 2 2 1 2 1 5 2 2 1 5 23 10 2.3
69 How do you currently monitor calls/record call for training purposes? 1 2 1 1 1 2 1 2 2 2 15 10 1.5
70 Does vendor system provide any forecasting ability to plan the staffing levels to accommodate projected call volumes? 1 1 2 1 1 4 2 1 1 2 16 10 1.6
71 What have you learned from mistakes on the job? 1 2 1 2 2 1 1 5 1 2 18 10 1.8
72 Is a response plan in place for when the input, process, or output measures indicate an ‘out-of-control’ condition? 2 2 5 3 1 2 2 2 1 2 22 10 2.2
73 Are phone representatives monitored for call quality? 3 2 1 2 1 1 2 2 2 3 19 10 1.9
74 Did the subject have an explanation? 1 1 1 4 2 2 2 1 1 2 17 10 1.7
75 Is the contact centres performance against its service level measured and reported in the most appropriate way? 2 1 2 1 2 1 1 4 2 2 18 10 1.8
76 What other systems, operations, processes, and infrastructures (hiring practices, staffing, training, incentives/rewards,
metrics/dashboards/scorecards, etc.) need updates, additions, changes, or deletions in order to facilitate knowledge transfer and improvements? 2 1 1 4 1 5 2 2 2 2
22 10 2.2
77 Is there a documented and implemented monitoring plan? 2 2 1 2 1 2 4 1 2 2 19 10 1.9
78 Is there a recommended audit plan for routine surveillance inspections of Call Center's gains? 2 2 1 1 3 2 1 2 1 1 16 10 1.6
79 Are suggested corrective/restorative actions indicated on the response plan for known causes to problems that might surface? 1 2 2 1 2 2 2 4 2 1 19 10 1.9
80 Is that a standard in call centers? 1 2 1 2 2 1 1 5 1 2 18 10 1.8
81 How well did the escalation plan work? 4 2 2 1 1 1 2 4 2 2 21 10 2.1
82 Does the circulation routes have unobstructed views of people approaching controlled access points? 2 2 2 1 5 2 2 1 1 1 19 10 1.9
83 Is the call center at the same design standard as the rest of your organization? 5 1 1 2 2 2 2 2 2 2 21 10 2.1
84 Does the response plan contain a definite closed loop continual improvement scheme (e.g., plan-do-check-act)? 1 2 4 5 2 2 2 1 2 2 23 10 2.3
85 When you call it a day, is your mind more at ease thanks to condition monitoring? 1 4 1 2 1 4 3 4 2 2 24 10 2.4
86 What is the provider communication plan? 1 4 1 2 2 1 2 1 2 1 17 10 1.7
87 Is there documentation that will support the successful operation of the improvement? 2 1 2 2 2 2 1 1 4 1 18 10 1.8
88 What are the critical parameters to watch? 1 1 1 5 2 1 1 2 5 1 20 10 2
89 What type of security access control systems is used? 1 2 1 1 5 1 2 4 2 1 20 10 2
90 What kind of growth is the industry as a whole planning for? 4 1 4 2 4 2 4 1 3 2 27 10 2.7
0 0 0
SCORE 158 154 152 191 190 187 174 166 174 160 1706 900 1.9
7 Sustain Participant 1 Participant 2 Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
1 What does your organization do well? 1 1 1 1 1 1 1 1 1 1 10 10 1
2 What are your activities and interests outside of work? 1 1 1 1 1 1 1 1 1 1 10 10 1
3 What is the ratio of calls to operators that you staff for? 1 1 1 4 1 1 5 1 5 1 21 10 2.1
4 How do you handle seasonal spikes in call volume? 1 1 1 1 1 1 1 1 1 1 10 10 1
5 What are other contact centers doing? 1 1 1 1 1 1 1 1 1 4 13 10 1.3
6 Where does it move inside your organization and how? 1 1 1 1 1 1 1 1 1 1 10 10 1
7 How do you ensure the call center and remote staff are HIPAA compliant? 1 1 1 3 1 1 1 1 1 5 16 10 1.6
8 Is a benefits call center the right call for your organization? 2 1 1 1 1 1 1 1 2 1 12 10 1.2
9 Does your organization face any particular threat? 1 1 1 1 1 1 1 5 1 1 14 10 1.4
10 How many callers in the queue are too many? 1 1 1 1 1 4 1 4 1 1 16 10 1.6
11 What types of information does hipaa protect? 5 1 5 1 3 1 1 1 1 1 20 10 2
12 What will happen with the information gathered by the hotline/outbound call center? 1 1 1 4 1 1 3 1 1 3 17 10 1.7
13 How much time/ money is really saved? 5 1 1 1 5 4 1 1 1 5 25 10 2.5
14 How knowledge should be disseminated through people in call centers? 1 1 1 1 1 1 1 1 1 1 10 10 1
15 How do you feel about getting calls at home? 1 2 5 1 1 1 1 1 4 5 22 10 2.2
16 How is communications system wiring distributed? 1 1 1 1 1 1 1 5 1 1 14 10 1.4
17 How many centers should you have? 2 1 1 1 1 1 1 4 1 1 14 10 1.4
18 Does your organization currently outsource your call center/ customer care operations? 1 1 1 1 1 1 1 1 1 3 12 10 1.2
19 What is the benefit of plain language in calling an emergency alert? 1 5 1 1 1 1 1 1 1 1 14 10 1.4
20 What role are you ready to take in a group? 1 2 1 1 1 4 1 1 1 1 14 10 1.4
21 What is customer service burnout? 1 1 1 1 1 1 5 1 1 2 15 10 1.5
22 Does the call center have an on going customer service program? 1 1 3 1 1 1 1 1 1 1 12 10 1.2
23 Has the program succeeded in providing home access to technology for the target group? 1 1 1 4 1 1 1 1 1 1 13 10 1.3
24 Does ban the box help or hurt low skilled workers? 1 2 1 4 1 1 2 1 1 1 15 10 1.5
25 How were you referred to your organization? 3 2 1 1 3 1 1 1 1 1 15 10 1.5
26 How do you inform the other call centers? 1 1 3 1 1 1 1 1 1 1 12 10 1.2
27 When should you hire a call center consultant? 4 1 2 4 1 5 1 1 1 1 21 10 2.1
28 Does the agent have clear objectives/outcomes for each call, or day? 2 1 5 1 1 1 1 1 1 1 15 10 1.5
29 What will you do when a customers digital concierge calls one of your contact centers? 1 1 1 1 3 1 1 1 2 1 13 10 1.3
30 How do you order prescriptions through home delivery? 1 1 1 1 1 2 1 1 1 3 13 10 1.3
31 What changes will be made in how customers can access your organization? 1 1 1 1 1 3 1 1 1 1 12 10 1.2
32 Are you logged onto a telephone? 1 1 1 1 1 1 1 1 1 1 10 10 1
33 What portion of your online/mobile fraud also involves a call center component? 1 1 2 1 1 5 1 1 1 1 15 10 1.5
34 How knowledge could be acquired in call centers? 1 1 1 1 1 1 1 1 3 1 12 10 1.2
35 Is a call center agent a call center agent? 1 1 4 1 2 1 2 1 1 3 17 10 1.7
36 How many staff operate the current call center? 1 1 1 4 1 1 1 3 2 1 16 10 1.6
37 What information is collected at the call center? 1 1 4 1 1 1 1 1 1 1 13 10 1.3

38 Has an account been created yet? 1 1 1 3 1 1 1 1 1 1 12 10 1.2
39 How may you reach the call center? 5 1 1 1 1 1 1 3 1 1 16 10 1.6
40 What are the sources for recruiting customer service representatives? 2 3 1 1 1 1 3 2 1 1 16 10 1.6
41 How can a call center outsourcer make your organization more competitive? 1 1 1 1 2 1 1 1 5 1 15 10 1.5
42 What service goal should you run? 1 2 1 2 1 1 1 3 3 1 16 10 1.6
43 How many inbound calls per year are directed to your contact center? 1 1 1 1 1 1 1 5 1 2 15 10 1.5
44 Does your center outsource any calls or emails? 1 1 1 1 1 1 1 1 1 1 10 10 1
45 Do you feel that there is enough training? 1 1 4 5 1 1 1 1 1 1 17 10 1.7
46 How efficient was the agent in delivering the service during the call? 1 1 3 1 1 1 1 1 1 1 12 10 1.2
47 What is the average length of service of your employees? 1 1 1 1 1 1 1 4 1 1 13 10 1.3
48 What is the typical payback period for call center technology investments? 3 1 1 4 1 1 1 1 1 1 15 10 1.5
49 Will you know who is calling the next time your phone rings? 1 1 1 1 1 1 1 1 1 1 10 10 1
50 What are the objectives of call center? 3 1 1 1 1 1 1 1 1 1 12 10 1.2
51 What is the average wait time for callers before being connected with an employee? 1 1 4 1 1 1 1 1 1 1 13 10 1.3
52 Is there a nearby call center with whom you may be able to reciprocate? 1 1 1 1 1 1 1 1 1 1 10 10 1
53 Does the helpline use call center technology? 1 4 1 1 1 1 1 1 1 1 13 10 1.3
54 Should a call center number be displayed? 1 1 1 1 1 1 1 1 1 1 10 10 1
55 How do application pools overcome your organizations concerns? 1 1 1 1 1 1 2 3 1 1 13 10 1.3
56 How does your backup and recovery system work? 1 1 1 5 1 1 1 1 3 3 18 10 1.8
57 Is there the option to allow call center staff to work remotely or to allow loads to be transferred to another call center location? 1 5 1 1 1 1 1 1 1 1 14 10 1.4
58 Why should your service goal be the same year after year? 1 1 3 1 5 1 1 1 1 1 16 10 1.6
59 What contact/call center infrastructure do you have installed? 1 2 1 1 1 1 1 1 1 1 11 10 1.1
60 What guidelines are used at the call center? 5 1 1 1 4 3 1 1 5 1 23 10 2.3
61 What are the primary components of your call centers sales revenue credits? 1 2 1 1 1 1 1 1 1 1 11 10 1.1
62 Do you visit at the diagnostic center? 1 1 1 1 1 2 2 1 1 1 12 10 1.2
63 Are companies able to determine when and if your organization prosecutor should be called in? 5 3 2 1 5 1 1 1 2 5 26 10 2.6
64 How can customer service centers take advantage of call center recordings? 1 1 1 5 1 1 1 3 2 1 17 10 1.7
65 How is customer relationship management software being used in call centers? 1 1 3 1 1 1 3 1 5 1 18 10 1.8
66 Is it time for your annual check up? 2 1 4 1 1 2 1 1 1 1 15 10 1.5
67 Does your contact center take payments over the phone? 1 1 5 1 1 1 1 1 1 1 14 10 1.4
68 Is it time for mass customization of call centers? 3 1 1 1 4 1 2 1 1 1 16 10 1.6
69 What hours are call centers open to respond to customer inquiries and complaints? 3 1 1 1 3 1 1 1 1 5 18 10 1.8
70 What happens if a member keeps using an out of network pharmacy? 1 1 1 1 5 1 1 1 1 1 14 10 1.4
71 Is there a breakdown of annual call volume by organization? 1 1 5 1 3 1 1 1 1 1 16 10 1.6
72 Are agents spending too much time on personal calls? 1 1 1 1 1 1 1 1 1 1 10 10 1
73 What is the average concurrent call volume expected during peak hours? 1 3 1 4 1 1 1 1 1 1 15 10 1.5
74 Does the caller use a persons name? 1 1 1 5 1 1 1 1 1 1 14 10 1.4
75 Why maintain and support separate payments systems for low and high value payments? 5 1 1 1 1 1 1 1 1 1 14 10 1.4
76 What is your ideal working environment? 5 1 1 1 1 1 1 1 1 5 18 10 1.8
77 What valuable customer insight do you collect during the call? 1 1 1 4 1 1 1 1 1 1 13 10 1.3
78 Are security system as built drawings been generated and ready for review? 1 1 1 1 5 5 5 4 1 1 25 10 2.5
79 What precisely are customers calling about? 1 1 1 1 1 1 1 4 4 1 16 10 1.6
80 Does communication happen up, down, and sideways in your organization? 1 1 5 1 1 1 1 1 1 1 14 10 1.4
81 Is home automation driving a security renaissance? 3 1 1 1 1 3 1 1 1 1 14 10 1.4
82 Is the agent articulate and professional? 1 1 1 3 5 1 1 1 1 2 17 10 1.7
83 What email servers will call center agents use to send emails to customers? 1 1 1 1 1 1 1 4 1 1 13 10 1.3
84 What is the responsiveness of the call center, if one existed? 1 1 1 1 1 1 1 1 1 1 10 10 1
85 What information was compromised? 5 1 1 1 1 1 1 1 4 1 17 10 1.7
86 What is exclusive home delivery? 1 1 4 1 1 1 1 1 1 5 17 10 1.7
87 Is your organization a critical success factor for the contact center? 1 1 1 5 1 1 1 1 1 1 14 10 1.4
88 Do busy times equal busy signals? 1 4 4 1 1 1 1 1 1 5 20 10 2
89 How many contact centers does your organization operate? 1 1 1 1 1 1 1 5 5 3 20 10 2
90 What are staffing levels like and do you meet local level targets? 1 1 1 1 1 1 1 1 1 1 10 10 1
91 Is mornings, afternoons, or evenings better for a no obligation phone call? 1 4 1 1 1 1 1 1 1 3 15 10 1.5
92 Does the contact center call you on the same day the breakdown occurs? 1 1 1 1 1 1 5 1 1 1 14 10 1.4
93 What is best practice for a contact center environment? 1 1 4 1 3 1 1 1 1 1 15 10 1.5
94 What is your philosophy towards work? 1 1 1 1 1 1 1 1 1 1 10 10 1
95 Will workload diminish or increase? 1 1 1 2 5 1 1 1 1 1 15 10 1.5
96 How many contact center seats are currently in production? 1 1 1 1 1 1 1 3 1 1 12 10 1.2
97 What is the triumph call center? 1 4 1 3 1 1 1 1 2 5 20 10 2
98 Where is your call center located? 1 1 1 4 4 1 2 1 1 4 20 10 2
99 What are the key success factors in service outsourcing? 5 5 1 1 3 1 1 1 1 1 20 10 2
100 What are your key call center operational challenges? 1 1 1 1 1 1 1 1 1 5 14 10 1.4
101 How has implementing IP affected your contact center? 1 1 1 1 1 1 4 1 1 4 16 10 1.6
102 How easy making the call was made for the customer? 1 1 1 4 1 4 5 1 1 1 20 10 2
103 Can a phone number be tagged with call history in drop down box? 1 1 1 1 3 1 1 1 5 4 19 10 1.9
104 Are you losing revenue because callers abandon while waiting in queue to speak to your agents? 5 1 5 2 1 4 1 1 1 1 22 10 2.2
105 Is that a particular point of vulnerability, the outsourcing of the call center? 1 1 1 1 1 1 4 1 1 1 13 10 1.3
106 What is drug quantity management? 1 1 1 1 1 1 1 1 1 1 10 10 1
107 Why work in a call center, when you can work from home? 1 3 1 1 1 1 1 1 1 1 12 10 1.2
108 How have you managed to overcome a customers objections in a recent call? 1 2 1 5 5 1 1 1 1 1 19 10 1.9
109 What is on the line in call center studies? 1 1 1 1 1 1 5 1 3 2 17 10 1.7
110 Is there some evidence of the time agents spend typically on each activity during the call? 1 1 3 1 1 1 3 4 1 1 17 10 1.7
111 How do you effectively manage a remote call center? 2 1 1 1 1 1 1 1 1 1 11 10 1.1
112 What is the average response time for emergency calls? 1 1 1 1 1 1 1 1 1 4 13 10 1.3
113 How much time on average does it take? 1 4 1 1 4 5 1 1 1 1 20 10 2
114 How are your call centres coping? 5 1 5 1 1 5 1 1 1 1 22 10 2.2
115 When should you contact the specialty pharmacy team? 1 1 4 1 1 1 1 1 1 1 13 10 1.3
116 What provisions for emergency power exist? 1 1 1 1 1 1 1 5 4 2 18 10 1.8
117 How do you collect and/or manage agent feedback? 1 1 1 1 1 5 1 4 1 1 17 10 1.7
118 Have you ever used another name? 1 1 1 1 1 1 1 1 1 1 10 10 1
119 Where does the call center fit in with your organizations omnichannel strategy? 1 1 1 1 1 1 1 2 1 1 11 10 1.1
120 What is call flow in call center? 1 1 1 1 1 1 1 1 1 1 10 10 1
121 How would one call center employee get a bonus versus another call center employee? 1 1 1 1 1 1 1 1 1 1 10 10 1
122 How do you check the status of invoices without having to call the contact center? 1 1 1 3 1 1 1 1 2 1 13 10 1.3
123 Does the call center warrant more focus as a possible revenue booster? 1 1 1 1 1 4 1 1 1 1 13 10 1.3
124 What are the hours of operation for the call center? 1 1 2 1 4 1 3 1 1 1 16 10 1.6
125 When was the last time your agent gave you a call to review your coverage? 1 2 1 1 1 1 1 1 1 1 11 10 1.1
126 Is there enough call center staff? 1 1 1 1 1 1 2 1 1 1 11 10 1.1
127 How do you ensure that business benefits will be achieved? 1 2 4 1 1 3 3 1 1 1 18 10 1.8
128 What web addresses will customers use to request a chat or callback from an agent? 1 1 1 1 3 1 1 1 1 2 13 10 1.3
129 What numbers will telephone customers dial to reach the call center? 1 3 1 1 1 1 1 1 1 1 12 10 1.2
130 What was the count of agents that handled the financial aid and student account inbound calls in the past year? 1 1 1 1 1 1 1 1 1 1 10 10 1
131 Are customers saying the same things or is the feedback all over the place? 1 1 1 1 1 1 1 1 2 1 11 10 1.1
132 What business functions is the call center providing? 2 1 1 1 1 1 1 4 1 1 14 10 1.4
133 Are promotions within the agent ranks based solely on seniority? 1 1 2 1 1 1 1 1 1 1 11 10 1.1
134 What is the least rewarding work you have ever done and why? 1 1 5 1 1 1 1 1 5 1 18 10 1.8
135 What call center is managing the live chat support? 5 4 3 1 1 1 1 1 1 1 19 10 1.9
136 Is there a guaranteed response time for support calls? 1 1 2 5 1 3 2 1 1 3 20 10 2
137 Why is personal and equipment hygiene important for a call center? 1 1 1 1 3 1 1 1 2 1 13 10 1.3
138 Should there be a combined call center? 1 1 1 1 1 1 1 1 1 1 10 10 1
139 Is there a local presence or is it a call center outside your area? 1 4 1 1 1 4 1 1 4 1 19 10 1.9
140 Will the call center information be held separately from the individuals on line account? 1 1 1 1 1 1 1 1 2 1 11 10 1.1
141 Do you work with patient centred care? 1 1 1 4 1 1 1 1 3 1 15 10 1.5
142 Did the call center inform you about the action taken on your complaint? 1 1 1 4 1 4 1 1 5 1 20 10 2
143 Is there the option to allow call center staff to work remotely, or to transfer loads to another call center location? 1 3 1 1 1 1 1 1 1 1 12 10 1.2
144 Why is there some negative sentiment? 1 2 1 2 3 2 1 2 3 3 20 10 2
145 What should the vendor assume for average outbound call volume per month? 1 1 1 1 1 1 1 1 5 1 14 10 1.4
146 What percent of customer calls are blocked? 1 1 1 1 1 1 1 1 1 1 10 10 1
147 What should be considered when designing the contact center? 1 1 1 5 1 1 1 1 4 1 17 10 1.7
148 Which would be an appropriate way that an emergency alert is called? 1 1 5 1 2 1 1 2 1 4 19 10 1.9
149 What makes a call center successful? 1 1 1 1 1 1 4 4 1 3 18 10 1.8
150 What is your organizations history and experience in contact center operations? 4 3 1 1 1 1 4 1 1 1 18 10 1.8
151 Will some or all agents and supervisors connect to the call center through a proxy server? 1 1 1 1 3 1 1 1 1 5 16 10 1.6
152 Does the service provide real time call logs for accounting and tracking purposes? 3 1 5 1 1 1 1 1 4 1 19 10 1.9
153 Why are your customers really calling? 1 4 1 5 3 1 1 2 1 4 23 10 2.3
154 What is an outbound call center? 1 1 1 1 1 1 1 4 1 1 13 10 1.3
155 How are the call centers in smaller markets trending? 1 5 1 1 1 1 1 1 1 1 14 10 1.4
156 How are your personnel handling angry callers? 1 3 1 1 1 1 1 5 1 1 16 10 1.6
157 How are other organizations able to keep pace with technology change and growing customer expectations? 1 1 4 1 1 1 1 5 3 1 19 10 1.9
158 What languages do bilingual agents speak? 4 1 1 2 1 1 1 1 5 1 18 10 1.8
159 Is the support model a call center, a dedicated rep, or something in between? 1 1 1 1 1 1 1 1 1 1 10 10 1
160 What types of interactive calls – by reason category – will reduce in frequency? 3 4 1 1 1 1 1 1 1 1 15 10 1.5
161 Which functions do your agents provide regarding inbound contacts? 1 1 1 1 4 1 1 1 3 1 15 10 1.5
162 What could your customer calls be telling you? 1 1 1 1 1 1 1 5 3 4 19 10 1.9
163 Does your call center generate sales revenue? 1 3 1 1 3 4 1 2 1 2 19 10 1.9
164 What is your domain, operating center or business unit called? 1 1 1 1 1 2 1 1 1 1 11 10 1.1
165 Should a caller ever be offered the option to leave a voice mail? 1 1 1 1 1 4 1 1 1 1 13 10 1.3
166 What determines the best service goals for inbound sales centers? 1 1 3 1 3 3 3 1 1 1 18 10 1.8
167 Do you have a distributed call center where reliable call handling is a must? 1 1 2 1 1 1 1 1 1 4 14 10 1.4
168 How do you use digital tools to sell through your call centers? 1 1 3 1 4 1 1 1 1 1 15 10 1.5
169 What is contact center quality assurance? 1 1 1 1 1 1 1 1 5 1 14 10 1.4
170 Which metrics are most important to your current contact center performance management strategy? 1 1 1 1 1 1 4 1 4 1 16 10 1.6
171 Are your inquiries tracked by the call center? 1 1 1 1 1 1 1 1 1 1 10 10 1
172 Why are average handle times so different across agents? 1 1 1 1 1 1 1 1 4 1 13 10 1.3
173 When was the last time a financial professional took a look at your account? 1 1 1 1 1 1 4 1 1 1 13 10 1.3
174 Does anyone outside the center listen to calls? 4 1 1 1 1 1 1 1 1 4 16 10 1.6
175 Does the system provide the ability for caller self service? 1 1 1 1 1 1 1 5 1 1 14 10 1.4
176 How do you perform random quality checks? 1 1 1 1 3 1 4 1 1 1 15 10 1.5
177 How many unique callers do you have? 1 1 1 1 3 1 1 1 1 1 12 10 1.2
178 What do you estimate to be the maximum daily volume your call center could manage? 3 4 1 1 3 1 1 1 1 4 20 10 2
179 What business value do you achieve? 1 1 1 1 1 1 1 5 2 1 15 10 1.5
180 How can call centers that serve international customers emerge as sustainable businesses? 1 1 2 2 1 1 1 4 1 1 15 10 1.5
181 Can a voice print enrolled in one channel be used in another channel like from a website to a call center? 1 1 1 1 5 1 3 1 1 5 20 10 2
182
Should certain customers get one product offer through your call center and should others get a different product offer through email that your
overall profit is maximized? 1 1 1 5 1 1 1 1 5 1
18 10 1.8
183 Is your call center ready for growth? 1 3 5 1 1 3 1 4 1 1 21 10 2.1
184 Will the call center provide client specific service level reports? 1 1 1 1 1 1 1 1 1 1 10 10 1
185 How many times will the call center attempt to contact the client? 2 1 5 1 1 1 4 1 5 1 22 10 2.2
186 How are tasks assigned in a call center setting? 1 4 2 1 1 1 1 1 1 5 18 10 1.8
187 Are all communications with call center representatives logged? 1 1 1 1 1 1 1 1 1 1 10 10 1
188 What kinds of interactions will the call center accept? 1 4 1 1 1 1 1 1 1 1 13 10 1.3
189 How is it used in a call center? 1 1 1 4 1 1 1 1 4 1 16 10 1.6
190 Do you know anyone that works with your organization? 1 1 1 2 3 1 1 1 1 1 13 10 1.3
191 What phone number do you use to call back about the alarm? 1 5 1 2 1 1 1 1 1 1 15 10 1.5
192 How much money do marketers spend every year to make contact with customers? 1 1 1 1 1 5 1 1 1 1 14 10 1.4
193 Is all of the information correct? 1 1 1 1 1 1 1 3 1 1 12 10 1.2
194 Are there additional family members enrolled? 1 1 1 5 1 2 1 1 1 1 15 10 1.5

195 Have you ever been employed by your organization? 1 5 1 1 1 1 4 1 1 1 17 10 1.7
196 What calls could be avoided and what were the customer pain points? 1 5 1 1 4 1 5 1 1 3 23 10 2.3
197 Are changes to system configuration performed by employees or vendors? 2 1 1 1 3 1 1 1 1 1 13 10 1.3
198 What are the origins of the call center industry? 1 1 5 5 5 1 1 1 1 5 26 10 2.6
199 What is it that makes working as a call handler stressful? 1 1 2 1 1 4 1 5 1 1 18 10 1.8
200 What are the benefits of home delivery? 1 1 1 1 1 1 1 1 4 1 13 10 1.3
201 How long are callers willing to wait in queue? 1 1 1 1 1 1 1 5 4 1 17 10 1.7
202 Are you buying or selling customer relationship management systems? 1 1 1 3 1 1 5 1 1 1 16 10 1.6
203 Does the system have an easily accessible online help facility and / or call center support? 1 5 1 1 1 1 1 2 4 5 22 10 2.2
204 When will the outbound call center start contacting vulnerable people? 2 1 1 1 1 1 1 3 4 5 20 10 2
205 What are the operational hours of your call center? 1 1 1 1 1 1 1 1 5 1 14 10 1.4
206 What changes will be made to employees hours in the coming weeks? 1 3 1 1 4 1 1 1 1 2 16 10 1.6
207 Why have call centers tended to become so large? 1 2 1 1 2 1 1 3 1 1 14 10 1.4
208 What services can be done centrally? 1 1 2 1 3 4 1 1 1 1 16 10 1.6
209 How many call/contact centres are operated/used by your organization? 3 1 3 1 2 1 1 4 1 1 18 10 1.8
210 How is a call scoring shared with the agent? 1 1 4 1 2 1 1 1 4 1 17 10 1.7
211 Should organization a have a key account manager of its own? 1 3 1 1 1 1 1 1 1 1 12 10 1.2
212 What types of changes could members experience? 1 1 3 3 1 1 1 5 3 3 22 10 2.2
213 Do you simulate the call center? 1 1 1 1 1 1 1 1 1 1 10 10 1
214 What phone number are you calling from? 1 1 1 1 1 1 1 4 1 1 13 10 1.3
215 Will individuals be able to access the notes taken by call center staff? 1 1 1 1 1 1 1 4 1 1 13 10 1.3
216 Are you communicating with your customers in the best way possible? 1 1 1 1 1 1 4 1 1 1 13 10 1.3
217 What strategies is your organization employing to reduce call volume? 1 1 1 1 1 1 1 1 1 1 10 10 1
218 What percentage of contact center space is utilized? 1 1 1 3 1 1 1 1 4 1 15 10 1.5
219 What is the size and quantity of your call centers? 1 1 1 1 1 5 1 1 1 1 14 10 1.4
220 Who is your organization associate? 1 1 5 1 1 1 1 1 1 5 18 10 1.8
221 Which business roles to consider? 1 2 3 1 1 1 1 1 1 2 14 10 1.4
222 Is the patient receiving high quality services? 5 1 1 5 1 1 1 1 1 1 18 10 1.8
223 Do you utilize temporary staffing agents to fill open positions? 1 1 1 1 2 1 1 1 1 1 11 10 1.1
224 How long has the call center been operating? 1 1 1 1 1 1 1 1 4 1 13 10 1.3
225 Do you recommend an offshore call center? 4 3 2 1 1 1 2 2 1 1 18 10 1.8
226 How many extensions are you allowed on your account? 1 1 1 1 1 1 1 1 1 1 10 10 1
227 How do cloud phone services work? 1 1 1 1 4 5 1 1 1 3 19 10 1.9
228 How many calls come in the various time slots across the report? 5 1 1 1 1 2 4 1 5 1 22 10 2.2
229 What type of software do you use for the calls and what is significant about it? 1 1 3 1 1 1 1 1 1 2 13 10 1.3
230 Does your system time stamp member record with call date/time? 2 1 1 1 1 1 1 1 1 1 11 10 1.1
231 Will your organizations form be in other languages? 1 1 1 1 1 1 1 1 4 1 13 10 1.3
232 What happens to a call when everyone has left for the day? 2 1 1 1 1 1 1 1 1 1 11 10 1.1
233 Why is the term call center a bit misleading? 1 5 1 3 1 5 1 1 4 1 23 10 2.3
234 How important is the vision of your organization to you? 1 1 1 1 1 1 1 1 4 2 14 10 1.4
235 Have you noticed a peak call time throughout the day or week? 1 1 4 4 1 1 1 3 3 5 24 10 2.4
236 How can everything work together as it should? 1 1 1 1 1 1 1 5 1 1 14 10 1.4
237 What is the secret of the call center star? 1 1 1 2 1 1 4 1 1 5 18 10 1.8
238 How many call center representatives do you employ at your call center? 2 1 1 1 1 1 1 1 1 4 14 10 1.4
239 Which call center or centres are different? 1 1 1 1 1 1 1 1 1 5 14 10 1.4
240 Is there a secondary objective to your agents call? 1 1 1 5 1 1 1 1 1 2 15 10 1.5
241 Will call centres be amongst the early adapters of VoIP? 2 1 1 1 1 1 1 1 1 1 11 10 1.1
242
How will the traditional channels of call centers and the field force evolve to meet expectations for customer service while supporting goals for
stronger consumer engagement? 1 1 1 1 1 4 1 1 5 2
18 10 1.8
243 Where next for mobile, social and the call centres? 1 5 3 1 1 1 5 1 1 1 20 10 2
244 What have you done to address what is likely the biggest complaint customers have about your call center? 1 1 1 1 1 1 1 1 1 1 10 10 1
245 How knowledge could be generated in call centers? 1 1 1 4 1 1 1 1 5 1 17 10 1.7
246 Have you or your organization, or any officer or partner thereof, failed to complete a contract? 1 1 2 4 1 1 1 1 3 1 16 10 1.6
247 How is your call center staffed? 1 4 1 1 1 1 1 1 1 1 13 10 1.3
248 How is your center doing right now? 1 1 1 3 1 1 1 1 1 4 15 10 1.5
249 How do you decide which is right for your business? 1 1 1 1 4 3 1 1 1 1 15 10 1.5
250 What is a generic version of a brand name drug? 4 1 1 1 1 2 2 4 1 1 18 10 1.8
251 Do you have a message verification system? 1 1 1 1 1 1 1 4 1 1 13 10 1.3
252 Have you observed an increase of customers complaints in your call centres or service centres? 1 1 1 1 1 1 1 4 1 1 13 10 1.3
253 Why are flexibility and multitasking important characteristics of a successful call center representative? 1 4 1 1 1 1 1 5 1 3 19 10 1.9
254 How are metrics related to the evolution of call centres? 1 1 1 1 1 1 1 1 2 1 11 10 1.1
255 Where should call centres and administration staff be located? 1 1 5 4 1 1 1 1 1 2 18 10 1.8
256 How did the agent receive the call? 1 1 1 1 1 1 1 1 1 1 10 10 1
257 Which of your contact center functionality is hosted in the cloud? 1 1 2 1 1 3 1 1 1 1 13 10 1.3
258 What is the target population of each call center? 5 1 1 1 1 1 2 1 2 1 16 10 1.6
259 What are the features of call center? 1 1 1 1 1 1 2 1 3 4 16 10 1.6
260 Is your call center at your main office or offsite? 1 1 1 5 3 4 1 3 1 4 24 10 2.4
261 How much time do you have to build your business? 1 1 2 1 1 1 1 1 1 1 11 10 1.1
262 Is working as a call handler equally stressful for everyone who works as one? 1 1 1 1 1 1 1 1 3 1 12 10 1.2
263 How long has the scheme been in operation? 1 1 1 1 3 1 3 1 1 1 14 10 1.4
264 How would you rate your service call center? 1 1 1 1 1 1 1 1 1 3 12 10 1.2
265 Where, when, and how often do you back up? 1 1 1 1 1 1 1 1 1 1 10 10 1
266 Where do your resources come from? 1 1 1 1 1 1 1 1 1 1 10 10 1
267 Do you have a second phone line for personal calls? 1 1 1 1 1 1 5 3 1 3 18 10 1.8
268 How does the callers voice sound? 2 2 1 1 3 1 5 1 1 5 22 10 2.2
269 Can lean practices transform call management? 2 1 1 1 1 1 1 1 1 1 11 10 1.1
270 Can members get access to historical prescription information after the new pharmacy program goes into effect? 5 1 1 1 1 1 1 1 1 1 14 10 1.4
271 What is a logical grouping of network users and resources called? 2 1 1 1 1 1 1 2 1 1 12 10 1.2
272 How do you compensate your agents? 3 1 4 1 1 1 2 1 1 1 16 10 1.6
273 Do you know about present situation at the call center organization? 1 3 4 1 1 1 1 1 1 1 15 10 1.5
274 What percentage of calls are resolved during that initial contact? 1 1 2 5 1 1 1 5 1 1 19 10 1.9
275 Which components of call quality are tracked? 1 1 1 1 1 1 1 1 1 1 10 10 1
276 What is the average talk time for the call center call currently? 1 1 1 1 1 1 1 1 1 1 10 10 1
277 Are you considering remote agents for your call center? 1 1 4 1 1 1 1 3 4 1 18 10 1.8
278 Is the contact center agent adhering to organization call handling policy? 2 3 1 1 1 1 1 1 3 1 15 10 1.5
279 What type and where are the WAN connections? 1 1 1 1 1 1 1 1 1 1 10 10 1
280 Are reading skills promoted in call centres? 1 1 1 3 1 1 1 1 1 1 12 10 1.2
281 How good is the customer experience with your front line staff? 1 1 1 3 1 1 1 1 1 1 12 10 1.2
282 How does your contact center take payments over the phone? 1 5 1 1 1 5 2 1 1 4 22 10 2.2
283 How big is your center, and how large do you expect it to grow? 1 1 1 1 1 1 1 1 1 4 13 10 1.3
284 How does your organization and your employees in call center utilize acquired knowledge? 1 1 2 1 1 3 1 1 1 1 13 10 1.3
285 Can prescriptions be faxed to the home delivery pharmacy? 1 1 1 1 1 1 1 1 3 3 14 10 1.4
286 How are call center and usage charges billed? 2 1 1 4 1 1 1 1 1 1 14 10 1.4
287 Is the existing call center capability appropriate? 1 1 3 1 1 5 1 1 1 1 16 10 1.6
288
Is your organization prepared to set up a physical or virtual call center and/or online support center staffed by instructional support and IT staff? 1 1 1 1 1 1 4 1 1 1
13 10 1.3
289 How easily do you access the service through an agent or a call center? 5 1 3 1 1 2 1 1 3 1 19 10 1.9
290 Do you have any ideas regarding how the call center capabilities can be enhanced? 1 1 1 1 4 1 1 1 1 1 13 10 1.3
291 Where do you configure an interval of outlet to call center exchange? 1 1 1 1 1 1 5 1 3 3 18 10 1.8
292 What is the difference between an inbound and outbound call center? 4 3 1 1 1 1 1 1 1 1 15 10 1.5
293 How long do you see yourself staying in the role? 1 1 4 2 3 1 1 1 1 1 16 10 1.6
294 Are your call centers enabled to chat and interface with clients over social networks? 1 1 1 1 1 1 1 1 1 1 10 10 1
295 Are callers being left on hold too long and hanging up? 1 1 2 1 1 4 2 1 4 1 18 10 1.8
296 Does the caller sound young or old? 5 3 1 1 1 1 2 5 1 1 21 10 2.1
297 How are attendance policies implemented and included as part of performance management? 5 1 1 1 1 1 3 1 1 1 16 10 1.6
298 Are call recordings stored on the network? 1 1 1 5 1 5 1 4 1 1 21 10 2.1
299 What is the feedback loop back to the corporate strategy? 1 1 1 1 1 1 4 3 2 1 16 10 1.6
300 What will the number of complaints to your call center next quarter? 1 1 1 1 1 1 1 1 1 1 10 10 1
301 What are the programs doing, who is calling most of system calls? 1 1 2 1 1 1 1 5 4 1 18 10 1.8
302 What is the capacity of each call center? 1 1 2 1 1 1 1 1 1 5 15 10 1.5
303 When should you call your health care provider? 1 1 1 1 4 1 5 1 4 1 20 10 2
304 What is the expected number of inbound, outbound calls, emails and chat transactions that the contact center will support? 3 1 1 1 5 1 1 4 1 1 19 10 1.9
305 Why haven fit you been using your service? 1 1 1 1 1 3 5 1 1 1 16 10 1.6
306 What are the hours of operations for the call center? 1 1 1 1 1 2 1 1 1 1 11 10 1.1
307 Do you have a realistic sense of what achievement means in your call center? 1 1 1 1 1 1 5 2 1 1 15 10 1.5
308 Which organization, with a call center, do you contact the most? 4 1 1 1 1 1 1 1 1 1 13 10 1.3
309 What is the load on your call center to support the device? 1 1 1 3 1 5 1 1 4 1 19 10 1.9
310 Who has access to your prescription information? 1 1 1 1 1 1 4 1 1 2 14 10 1.4
311 What would the health care center of tomorrow look like? 1 1 1 4 1 4 1 1 2 1 17 10 1.7
312 Does the working environment have any negative effects on the call center employees? 1 1 1 1 1 1 1 1 1 1 10 10 1
313 Which factors inhibit your contact centers performance? 3 1 2 1 1 5 1 1 1 1 17 10 1.7
314 Do the operators type in phone numbers to dial out or does the software do that? 1 2 1 1 1 1 1 4 1 1 14 10 1.4
315 What volume of calls was received? 1 3 1 1 1 2 1 5 1 3 19 10 1.9
316 What is the purpose of the call center? 1 1 1 1 1 1 1 2 1 1 11 10 1.1
317 Is the proper implementation of established working % % procedures checked? 1 1 1 1 1 1 1 1 1 1 10 10 1
318 What email servers will the call center use to receive emails from customers? 4 1 2 1 1 1 5 1 1 1 18 10 1.8
319 How long should you keep calls to the call center? 1 1 1 1 1 1 1 1 5 1 14 10 1.4
320 Who are your call center technology manufactures, models, and versions? 1 1 1 2 1 1 1 1 1 1 11 10 1.1
321 Does your customer service call center include multi lingual resources? 1 1 1 1 1 1 1 1 1 1 10 10 1
322 Are your call centers centralized or distributed? 1 1 1 2 1 1 1 3 1 3 15 10 1.5
323 How is staffing currently handled during peak times? 4 1 1 1 1 1 1 3 1 1 15 10 1.5
324 Is the vendor going to provide multilocation or single location call centers? 1 1 1 1 1 1 1 2 1 1 11 10 1.1
325 What was the use of links in the call center model? 4 1 1 5 1 1 1 1 3 1 19 10 1.9
326 Does your call center receive revenue credits for sales? 1 2 1 4 2 1 1 1 3 5 21 10 2.1
327 Which kpis do other organizations use to gauge call center performance? 5 3 1 5 1 1 1 4 1 1 23 10 2.3
328 Can all distribution centers, warehouse, and call centers continue to operate? 1 1 1 1 3 1 1 1 1 1 12 10 1.2
329 Do your customers bypass the call center? 1 1 1 1 1 1 1 1 1 1 10 10 1
330 What call center technologies do you have in place, and which vendors provided the technologies? 1 1 1 1 1 1 1 2 2 1 12 10 1.2
331 Is use of the existing call center space and equipment an option? 1 1 2 1 1 1 1 1 1 1 11 10 1.1
332 How often are you called to the center? 1 3 3 1 1 1 1 1 1 1 14 10 1.4
333 Do you have a single site call center or a multi site operation? 1 1 1 1 1 1 1 1 1 1 10 10 1
334 Why do you differentiate between a help desk and a call center? 1 1 1 1 1 5 1 1 1 1 14 10 1.4
335 How many contact centres would let employees speak to customers for an hour on one call? 1 1 1 1 1 1 1 1 4 1 13 10 1.3
336 How knowledge could be utilized in call centers? 1 1 1 1 1 1 1 1 1 1 10 10 1
337 Is the caller able to verbally respond? 1 4 1 1 1 3 1 1 1 1 15 10 1.5
338 Have you called a customer service center recently? 4 5 4 1 1 1 1 1 1 1 20 10 2
339 Are your agents being properly utilized? 1 3 1 1 1 2 2 1 5 1 18 10 1.8
340 Should functions be performed while on the phone versus off the phone? 4 1 1 1 1 1 1 1 1 1 13 10 1.3
341 What would your ideal customer look for in one of your employees? 1 1 1 1 1 1 1 5 1 1 14 10 1.4
342 Does your organization outsource any portion of your call center to another firm? 1 5 1 1 2 1 2 1 1 1 16 10 1.6
343 Does your system provide ways to categorize the types of calls being recorded? 1 1 5 1 1 1 1 1 1 1 14 10 1.4
344 How do you maintain a work environment that is conducive to motivating employees? 1 1 1 3 1 1 1 1 1 4 15 10 1.5
345 Are you willing to put the interests of your organization ahead of your own? 1 1 1 1 4 4 1 5 1 5 24 10 2.4
346 How would existing call centres mutually support each other? 1 1 1 1 1 1 1 1 1 1 10 10 1
347 Where is the back up tape/file storage site and what is the type of safe environment? 1 1 1 1 1 5 1 1 3 1 16 10 1.6
348 How often will the call center attempt to contact your client? 2 1 1 1 1 4 1 1 3 3 18 10 1.8
349 What current call center metrics are currently being tracked and reported? 1 1 1 4 5 1 1 1 1 1 17 10 1.7
350 What works good and what works bad with patient centred care? 1 1 1 3 1 1 1 1 1 1 12 10 1.2

Call Center - Implementation Toolkit

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