cqcheckup

Assessment Center

Livebean Consulting will evaluate the effectiveness of your existing call quality function with our Call Quality Checkup.

Call Quality checkup is a sub part of Contact Center Check up solution and focuses on CSAT, procedures, operational policies, frequency, calibration, skills and knowledge of your coaches for monitoring and feedback, data analysis and usage of technology. The solution helps you get an independent view from knowledgeable and experienced third party on the strengths and opportunities of your call quality function.

We will interview your frontline staff and supervisors, quality analysts, trainers & management team, observe your actual process on ground, analyze data & reports to identify areas of improvement for internal quality scores, improve alignment with CSAT drivers for achieving higher CSAT scores and provide recommendations for improvement of call quality process.

Call Quality Check-up Framework:

Call Quality Check up

What does the LiveBean Call Quality Checkup include?

Our comprehensive approach provides you with:
An overview of the current state of the contact center’s call quality people, processes, and technology.

A comparison between current operations and the vision identified to meet management objectives.

A review of reasonable options for remedying the problems

Recommendations on how call quality can improve the overall performance of the center

How does it work?

LiveBean Call Quality 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:

CAP/DAP policy

Monitoring form

Quality Scoring Methodology and guidelines

Type of monitoring

Quality Staffing plans

Auto fail criteria

Three months of call quality data

Technology details

Operations Organization chart

Quality Organization Chart

Business Objectives

Process documentation

Call monitoring process

Calibration process

Dispute resolution process

Monitoring and feedback schedules and

tracking process

What will you will receive?

Upon receipt of the relevant available documents and data, a specific date is scheduled for the site visit by the LiveBean consultants. The site visit typically includes 2-4 days of on-site observations and interviews by the LiveBean consultants. At the end of the site visit, LiveBean will meet with the appropriate members of the call center and Call Quality team to report on preliminary findings. Within 5-7 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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