Contact Center Strategic Assessment
Optimize Your Center with an End-to-End Strategic Assessment
Taylor Reach has assessed thousands of contact centers around the globe. From centers with as few as 5 or 6 agents to global contact center organizations with tens of thousands of agent positions. We understand the thousands of "moving-parts" that impact on center operation and performance. Each activity, process, technology and workflow impacts on others within the center and understanding these sometimes subtle interactions is critical to getting the most value from your contact center organization.
Taylor Reach Can Help
We examine all facets of your contact center operation across the four pillars of People, Process, Technology and Methodology. The assessment identifies and disconnects the ‘thousand moving parts’ and map the connections. The Strategic Assessment process examines all elements in the contact center;
- People is the single largest cost in operating you center, we examine your people practices from the recruiting, hiring, on-boarding and training, career pathing and attrition, through the tools they employ and the types of contacts and channels they leverage. We examine your Workforce management processes, forecasting, scheduling and budgeting and we assess the quality management and performance management in place and identify additional or alternative approaches where appropriate
- Examining all processes that ‘touch’ the contact center, both the frontline and related back-office processes completed by the center. We examine the call and contact and workflows across all channels and identify opportunities to improve, streamline and/or automate.
- Technology we examine all contact center platforms, telephony (UCaaS, CCaaS, premise) and related technologies (IVR, IVA, CRM, bots, LMS, knowledge management, etc.) employed in the center(s) and assess if you are using your existing technology stack to the best of its capabilities, identify if other or different technologies can add value or save costs.
- Methodology, we look at the way the center(s) is managed, how reporting, KPIs and metrics are employed to make decisions and where analytics can enhance the center performance.
The assessment informs your contact center strategy to gauge alignment between the strategy, the current state of the center operation and whether it supports the desired future state.
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Read Our Case Studies: "Re-Imagining a Service Model" & "Transforming Retail eCommerce"
Already have a contact center and want to:
Benchmark or complete a health check of you existing center(s)
Looking at upgrading your center's technology stack? Click here
Examine if Outsourcing or in-sourcing makes sense for your center? Click Here
Looking to build or implement a call center or contact center? Click Here
Reach out to Taylor Reach to see how you can optimize and future proof your center(s), by completing the form below;