An Assessment to Optimize Contact Center Performance
Through its Contact Center Optimization Assessment (CCOA), Spanlink will conduct a review of your contact center and evaluate your existing technologies, tools and processes, and identify cost-effective ways for you to get more from your current investment in order to help increase your contact center performance.
How it Works
A Spanlink consultant will conduct the on-site assessment. Prior to the site visit, a call will be scheduled to go over the scope of the project and discuss the objectives of the assessment. A schedule of activities to be performed and a questionnaire to be completed a week before the Spanlink team arrives on site will also be provided.
Once on site, the consultant will:
- Review inbound and outbound call flows
- Evaluate the design and flow of any IVR auto attendant or self-service applications
- Observe agent calls
- Meet with supervisors from each business group
- Analyze contact center reports and other available key performance indicators
- Review agent interaction with desktop applications and identify ways to automate tasks and decrease Average Handle Time
- Review outbound applications to understand their purpose and use; determine their effectiveness
- Review the various channels used to communicate and serve customers and identify synergies and opportunities for improvement
- Review existing customer satisfaction practices to determine their effectiveness
The end result will be a comprehensive optimization assessment that will identify ways to improve your business by optimizing your current investment. The assessment, when feasible, will include a basic ROI analysis that will show the hard dollar cost savings of implementing the contact center optimization recommendations, and the financial and customer satisfaction improvements your company will benefit from long-term. Interested in setting up a CCOA?
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