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of call center managersCALL CENTER AUDITING Your company has an operating internal call center or has outsourced the operation. Your clients are constantly calling, and you are receiving reports saturated with data and graphics. The problem is that, to be honest, no one knows if the call center is giving good service or if it is operating to the level of international standards. Is your call center your company´s best ally or the principal cause of your clients´ defection to the competition? At Loyalty Circle we provide auditing services which are customized to your particular needs. Our audits include: - Organization and systems - Quality indicators - Service levels and response time indicators - Real time systems analysis. - Administrative processes - Personnel administration Not only will a professional audit of your call center provide you with the information you need to know as to whether or not you are giving quality service to your clients, but also it will provide you with an orientation as to decision-making and investment strategies. The audit analyzes several factors: - Average call value - Cost per call - Service level - Abandoned calls - Average speed of answer - Average waiting time - Adherence to schedule - And, of course, customer satisfaction |
