Operations Assessment

An Operations Assessment is an outside evaluation of your Contact Center against a set of industry best practice standards in the context of your specific business and operating goals. It is not designed to resolve any single problem or issue, but rather as a proactive approach to improving an already successful organization.

Your Contact Center will be assessed against each of the following key success indicators according to the principles established by the Help Desk Institute’s Contact Center Site Certification Standards:

• Leadership – How do managers and employees in leadership roles define success and motivate employees?
• Policy and Strategy – Are the Mission and Objectives of the Contact Center clearly articulated and do they support the core business goals of the enterprise?

• Personnel Management – Does the Contact Center environment motivate employees to perform at their peak and provide the support necessary to improve skills and assist employees to achieve their career aspirations?
• Resources – Are the financial, management, technical, facilities and human resources available to the Contact Center adequate to empower it to achieve its stated objectives?
• Operating Processes – Are the core processes required for successful Contact Center operations defined, documented, fully deployed, complied with and continuously improved?
• Employee Satisfaction – Are there objectives defined for and processes in place to monitor employee attitudes and job satisfaction and are the objectives being achieved?
• Customer Satisfaction - Are there objectives defined for and processes in place to monitor customer satisfaction and are the objectives being achieved?
• Performance Results – Are specific performance objectives defined and measured and are performance targets routinely being achieved?

Your assessment will show you exactly where you stand against the most widely accepted performance standards in the industry, and provide specific, customized recommendations for remedial actions and possible enhancements. And you can usually see the results in two weeks or less.

You don’t have to guess where the most promising improvement opportunities lie….. now you know!