Contact Center audit

Quality, accessibility and efficiency are of great importance for your organization. We provide a complete analysis of your contact center.

Contact Center Assessment

We will analyze the service level reached by a contact center, to see if it corresponds with the SLAs (Service Level Agreements). The contact center will be tested on approachability, efficiency, and quality dispatching of conversations.
Beside the quantity of handled conversations, we will especially measure their quality. This occurs through test calling and target group interviewing, among other things. We can thus determine their perception of the contact center. We will compare this with the employees’ own perception of the contact center. Finally, we will reach the crucial question: does the contact center meet the expectations of its target audience?
Subsequently we will analyze to see if the used SLAs are optimally standardizing the contact center objectives. We will formulate the SLAs to be achieved and define points of measurement to test the evolving results.

Service desk optimization and reorganization

The service desk activity currently in demand by customers is a ‘spoc’ (single point of contact), it shows the required expertise, it is equipped with interpersonal skills, and with the accurate technological tools. Interaction Force will draw out such clear processes as to make your service meet customer needs cost efficiently. Besides, our approach will make sure the customer does perceive this. In the processes, we will not only consider the back office, but at the same time we will build in moments of proactive interaction with the customer. The whole is supported by internal and external SLAs. It goes without saying, that service quality has an enormous impact on customer loyalty.

Contact Center Integration Survey

An organization has already drawn out workflows, and it is working with an existing vertical application or CRM, inherent in its specialty. These workflows contain the professional knowledge, plus a lot of information immediately useful for communicating with the customer or prospect.

Contact center functionalities are added to these existing applications. 

The survey tangibly answers the following questions:

  • What contact center functionalities need to be built in? IVR, incoming and outgoing calls, e-mail, internet self-service, chat, chat booth etc
  • How to integrate cost efficiently?
  • What information needs to be sent to employees, and in what form?
  • What are the Key Performance Indicators (KPIs)?
  • What real-time dashboards and reports do the managers need to have at their disposal?
  • How can information lead to knowledge increase, and how does one feedback that newly acquired knowledge to employees and customers?

Contact Center Technical Survey

The existing contact center infrastructure is evaluated.
Does this infrastructure and its included service suffice to meet today’s and tomorrow’s business objectives?
We will formulate adjustments that can be executed in phases, in order to enable you to safely and cost efficiently invest in contact center tools that meet the expectations of your target groups.
Doing so, we will also handle possible ways of using contact center technology: insourcing, outsourcing, hosting.

Business Continuity Plan

To be able to keep communicating with customers in the event if a major breakdown or a disaster, boards of managers need to have their Business Continuity Plan ready.
Many insurance companies will reduce their premium if the organization can prove that they have a sound Business Continuity Plan at hand.
Interaction Force will develop a Business Continuity Plan, specifically for contact centers or organizations with many customer contacts. 
Our methodology is based on the ITIL best practices method.
Organizations can no longer afford sudden service interruption, on account of competition pressure being high. Revenue losses may mount. The costs of reacting quickly by ‘gathering everything at once’ might bring one down. Besides, the company image might get smirched. In this virtual world, customers do not tolerate the occurrence of major service interruptions.
It is not just the technological aspects that are important. Many recovery plans fail because employees or third parties do not know their role at the moment of confrontation with an interruption. The same goes for third parties (e.g. operators). For that reason, we will develop procedures containing the responsibilities of all employees and external organizations involved. 

Up for a great conversation?