How Does Your Call Center Rate?
Call center audits or assessments generally cost $30,000 to $50,000 or more.
Today the Taylor Reach Group has partnered with Customer Audit Services to deliver the first and only SaaS based audit services called Snapshotz. More than 500 companies across all verticals have deployed Snapshotz and now you can to.
Measure your call center across 8 sections; Corporate Objectives/Business Processes, Customer Relationship Management, Health & Safety and Staff Wellbeing, Contact Center Structure, Recruiting/Career Development/Remuneration, Training, Internal Communications and Operational Metrics.
The above 8 sections are broken down into 29 subsections and more than 600 datapoints in the form of questions like;
5.1.2 Is voice quality tested prior to employment for agents?
5.1.3 Is computer literacy tested prior to employment?
5.1.4 Are expected recruitment standards defined and documented?
5.1.6 Are recruitment process standards defined and documented?
5.1.5 Who conducts recruitment?
5.1.7 What is the average tenure in months within the center?
5.1.8 Is the average tenure considered the industry norm?
5.1.9 What is the turnover rate for new recruits in the last year?
5.1.10 Does the center conduct profiling of agents prior to recruitment?
5.1.11 Does the center conduct profiling of agents to understand what is the current and optimal profile?
5.1.12 If you answered ‘yes’ to 5.1.11, how often is this conducted?
5.2.1 Is there a coaching and mentoring system in place for new recruits?
5.2.2 Does an organisational career path exist for agents?
5.2.3 Are senior and frontline management staff given coaching and mentoring training?
5.2.4 Is the center promoted as a starting base for internal recruitment into other areas of the organization?
5.2.5 How often are performance appraisals conducted for frontline management staff?
5.2.6 How often are performance appraisals conducted for agents?
5.2.7 Are there specific key performance indicators (i.e. KPI’s) for agents?
5.2.8 Talk time – Is this an agent KPI?
5.2.9 Wrap time – Is this an agent KPI?
5.2.10 Adherence to schedule – Is this an agent KPI?
5.2.11 Number of calls / contacts handled is this an Agent KPI
5.2.12 Attendance – Is this an agent KPI?
5.2.13 Competence in use of systems – Is this an agent KPI?
5.2.14 Sales achieved – Is this an agent KPI?
5.2.15 Customer complaints against agents – Is this an agent KPI?
5.2.16 Product knowledge – Is this an agent KPI?
5.2.17 Initiative – Is this an agent KPI?
5.2.18 Additional on the job skills acquired – Is this an agent KPI?
5.2.19 Telephone skills – Is this an agent KPI?
5.2.20 Teamwork – Is this an agent KPI?
5.2.21 Attitude – Is this an agent KPI?
5.2.22 Contribution to development of business processes and procedures – Is this an agent KPI?
5.2.23 List any other KPI measures that have not been listed in questions 5.2.8 – 5.2.22
5.2.24 Are there specific key performance indicators for team leaders?
5.2.25 Coaching skills – Is this a team leader KPI?
5.2.26 Mentoring skills – Is this a team leader KPI?
5.2.27 Reporting skills – Is this a team leader KPI?
5.2.28 Agent turnover – Is this a team leader KPI?
5.2.29 Sales targets – Is this a team leader KPI?
5.2.30 Customer complaint resolution – Is this a team leader KPI?
5.2.31 Service level maintenance / breaches – Is this a team leader KPI?
5.2.32 Number of training hours / programmes delivered for the company / new recruits – Is this a team leader KPI? (key performance indicator)
5.2.33 Product knowledge – Is this a team leader KPI?
5.2.34 Initiative – Is this a team leader KPI?
5.2.35 Ability to delegate – Is this a team leader KPI?
5.2.36 Contribution to development of business processes and procedures – Is this a team leader KPI?
5.2.37 Involve team in decision making – Is this a team leader KPI?
5.2.38 List any other KPI measures used that have not been listed above 5.2.25 – 5.2.37
5.2.39 Is there currently a need in the business to track employee satisfaction?
5.2.40 If employee satisfaction is being tracked who conducts this?
5.2.41 Is contractor satisfaction being tracked?
5.2.42 How is contractor satisfaction tracked?
5.3.1 What is the average wage (Use local currency) for an agent per annum?
5.3.2 What is the highest wage paid per annum to an agent without the incentive component?
5.3.3 What is the average incentive paid per annum to an agent
5.3.4 What is the full or ‘on board’ cost for an agent (e.g. wages, recruitment, training, accident compensation insurance and other benefits)?
5.3.5 Excluding statutory holidays how much time away (annual leave) from work is granted? Please state the number of days.
Today, you can purchase this award winning solution for only $4,500 you can assess your center, allocate data input and assign work activities to your team. https://thetaylorreachgroup.com/snapshotz
By acting today you can also enter to win (some conditions apply) a complimentary Snapshotz audit https://thetaylorreachgroup.com/snapshotz/win-your-snapshotz-online-by-completing-the-form-below
If you have any questions just drop me a note or give me a call at 416-276-9068.