We know the story only too well. A company wants to reduce costs and so they outsource their service and/or sales organization to a third party. The business case is solid. It would allow them to focus on their core business issues without the day-to-day responsibility of a contact center. But something goes array. The attention to detail you need/want in order to deliver a solid customer experience is lacking. A few customers complain. And then customer satisfaction starts to slip.  The reality of any outsourced relationship is that you can’t simply “set it and forget it”.

Unfortunately, more and more internal contact centers are falling victim to the same issues -- too much to do, too few resources.  Poor internal communication between channels, functions and regions leads to ever-broadening gaps between what marketing/sales executives think is happening and what contact centers can deliver.   

How we do it:

• Annual end-to-end internal/external contact center Audit with Stakeholder Interviews
• Ongoing Customer Experience Call/Email/Web Chat Monitoring
• Ongoing Mystery Shopping
• Ongoing Post-Call IVR Survey

What you get:

• A high-level overview of your internal and/or external contact center's general performance
• Insight into how the contact center is being managed, directed, supported and/or communicated with ... or not
• Real-time, online reporting of detailed results
• Identification of what is “doing well” and “needs improvement” at the agent, management and center level, from the customer’s point-of-view
• Impact assessment of training, human resources, technology, processes, etc. on the customer experience
• High priority recommendations that address both quick hits and longer-term objectives