{"id":221064,"date":"2019-11-06T11:19:54","date_gmt":"2019-11-06T11:19:54","guid":{"rendered":"https:\/\/interaction-force.net\/?page_id=221064"},"modified":"2020-01-20T15:42:24","modified_gmt":"2020-01-20T15:42:24","slug":"audit","status":"publish","type":"page","link":"https:\/\/interaction-force.net\/en\/solutions\/audit","title":{"rendered":"Contact Center audit"},"content":{"rendered":"

[et_pb_section fb_built=”1″ admin_label=”Hero Section” _builder_version=”3.22″ background_image=”https:\/\/interaction-force.net\/wp-content\/uploads\/2019\/05\/background-image-1.svg” background_position=”bottom_right” custom_padding=”0|0|103px|0px|false|false”][et_pb_row custom_padding_last_edited=”on|desktop” module_class=”breadcrumb” _builder_version=”3.25″ custom_margin_tablet=”” custom_margin_phone=”” custom_margin_last_edited=”on|phone” custom_padding=”29px|0px|62px|0px|false|false” custom_padding_tablet=”” custom_padding_phone=”” animation_style=”slide” animation_direction=”top” animation_duration=”500ms” animation_intensity_slide=”10%” animation_starting_opacity=”20%”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_text _builder_version=”3.27.4″]Home<\/a><\/span><\/span>
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ make_equal=”on” admin_label=”Accepts Payment everywhere” _builder_version=”3.25″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_margin=”||” custom_padding=”0||0||true|false”][et_pb_column type=”1_2″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_cta title=”Contact Center audit” button_text=”Onze diensten” _builder_version=”3.19.5″ header_font=”||||||||” header_font_size=”36px” body_font=”||||||||” use_background_color=”off” custom_button=”on” button_text_color=”#ffffff” button_border_width=”0px” button_font=”||||||||” text_orientation=”left” background_layout=”light” custom_margin=”||||false” header_font_size_tablet=”” header_font_size_phone=”34px” header_font_size_last_edited=”on|phone” custom_css_main_element=”margin:auto;” box_shadow_style_button=”preset3″ box_shadow_horizontal_button=”-1px” box_shadow_vertical_button=”10px” box_shadow_color_button=”rgba(0,154,222,0.41)”]<\/p>\n

Quality, accessibility and efficiency are of great importance for your organization. We provide a complete analysis of your contact center.<\/span><\/p>\n

[\/et_pb_cta][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”3.25″ background_blend=”overlay” custom_padding=”|||” custom_padding__hover=”|||”][et_pb_image src=”https:\/\/interaction-force.net\/wp-content\/uploads\/2019\/05\/audit-header.svg” align=”center” _builder_version=”3.23″ max_width=”42%” max_width_tablet=”74%” max_width_phone=”” max_width_last_edited=”on|desktop” module_alignment=”left” animation_style=”slide” animation_direction=”top” animation_intensity_slide=”10%” custom_css_main_element=”bottom:0;||margin:auto;” always_center_on_mobile=”off”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”What we do best Row” _builder_version=”3.22″ background_color=”#f9f9f9″][et_pb_row _builder_version=”3.25″][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_cta title=”Contact Center Assessment” button_url=”http:\/\/CTA” _builder_version=”3.19.5″ header_font=”||||||||” header_font_size=”28px” body_font=”||||||||” use_background_color=”off” custom_button=”on” button_text_color=”#ffffff” button_border_width=”0px” button_font=”||||||||” text_orientation=”left” background_layout=”light” box_shadow_style_button=”preset3″ box_shadow_horizontal_button=”-1px” box_shadow_vertical_button=”10px” box_shadow_color_button=”rgba(0,154,222,0.41)”]<\/p>\n

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.<\/span>
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\u2019 own perception of the contact center. Finally, we will reach the crucial question: does the contact center meet the expectations of its target audience?<\/span>
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.<\/span><\/p>\n

[\/et_pb_cta][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”3.25″][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_cta title=”Service desk optimization and reorganization” button_url=”http:\/\/CTA” _builder_version=”3.19.5″ header_font=”||||||||” header_font_size=”28px” body_font=”||||||||” use_background_color=”off” custom_button=”on” button_text_color=”#ffffff” button_border_width=”0px” button_font=”||||||||” text_orientation=”left” background_layout=”light” box_shadow_style_button=”preset3″ box_shadow_horizontal_button=”-1px” box_shadow_vertical_button=”10px” box_shadow_color_button=”rgba(0,154,222,0.41)”]<\/p>\n

The service desk activity currently in demand by customers is a \u2018spoc\u2019 (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.<\/span><\/p>\n

[\/et_pb_cta][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”3.25″ custom_padding=”29px|0px|16px|0px|false|false”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_cta title=”Contact Center Integration Survey” button_url=”http:\/\/CTA” _builder_version=”3.19.5″ header_font=”||||||||” header_font_size=”28px” body_font=”||||||||” use_background_color=”off” custom_button=”on” button_text_color=”#ffffff” button_border_width=”0px” button_font=”||||||||” text_orientation=”left” background_layout=”light” box_shadow_style_button=”preset3″ box_shadow_horizontal_button=”-1px” box_shadow_vertical_button=”10px” box_shadow_color_button=”rgba(0,154,222,0.41)”]<\/p>\n

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.<\/span><\/p>\n

Contact center functionalities are added to these existing applications.\u00a0<\/span><\/p>\n

[\/et_pb_cta][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”3.25″ custom_padding=”0|0px|0|0px|false|false”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.0.5″]<\/p>\n

The survey tangibly answers the following questions:<\/span><\/h2>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”3.25″ custom_padding=”0|0px|29px|0px|false|false”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.0.5″]<\/p>\n