Contact Center Check Up |
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Assessment Center |
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Contact Center Check-up is a streamlined consulting project that evaluates the strengths of your contact center operation as well as opportunities for improvement to ensure it operates at its full potential. Contact Center Check Up is widely needed by organizations that want an independent, knowledgeable and experienced body to identify weak links and suggest solutions based on best practices.
The consultants from LiveBean bring to your contact center operation a unique diagnostic approach to identify symptoms and prescribe treatment for contact center ailments. Our solution allows you to deliver consistent levels of service, improve productivity, and make the most of your investment in your contact center.
Contact Center Check Up Framework: |
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What does the LiveBean Contact Center Checkup include?
The Contact Center Check-up provides you with: An overview of the current state of the contact center Identification of contact center strengths and areas for improvement A comparison between current operations and the vision identified to meet management objectives A review of reasonable options for making the most of personnel resources Recommendations on how to optimize your current technologies and services
Contact Center Checkup is an operational "house call" that includes an analysis of your call center technologies, network services, call handling procedures, operational policies and personnel utilization, WLF, performance scorecards, customer satisfactions and dissatisfaction, process improvement, implementation and migration, employee satisfaction, transaction monitoring, coaching and feedback, hiring , training, BCP/DRP.
We interview your agents and management team, monitor your calls and other transactions, examine a variety of performance reports, and observe your daily process and procedures. You receive an analysis of our findings, including a solutions-oriented checklist of recommendations for immediate and long-term improvements.
How does it work?
LiveBean Checkup begins with a conference call in which our consultants review your center's overall strategy for customer contact management and identify specific concerns to be addressed in the analysis. We keep you involved in every step. You are provided with a list of specific documents and information to be supplied to LiveBean so that we can perform the initial analysis. This documentation typically includes the following: |
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One week of representative ½ hourly ACD data Call-handling procedures and transaction flows Disaster recovery plans Current staffing levels and workforce schedules Frequently asked questions/types of calls Training plan Cost-per-call information Value-per-call information Sales and marketing campaign information Priority list of outstanding problems Anticipated changes in the near future (technology, personnel, marketing, etc.) |
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Organization chart Service level goals Vendor, model and version of all call center systems used: ACD or PBX Predictive Dialer IVR Email/web handling systems Quality monitoring system Workforce management system Contact management system Local and long distance carrier(s) and Services used Outsourcers and current business contracts
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What will you will receive?
Upon receipt of the relevant available data, a specific date is scheduled for the site visit by the LiveBean consultants. The site visit includes 3-5 days of on- site observations and interviews by the LiveBean consultants. At the end of the site visit, LiveBean consultants will meet with the appropriate members of the center management team to report on preliminary findings. Within 10-15 days of the site visit, LiveBean will provide a written report summarizing the results of the review including short-, mid-, and long-term recommendations. |
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