DCS Services > Contact Center Checkup • CRM Consulting • Management Consulting • Customized Training • Vendor Management
DCS Contact Center Checkup
The DCS Contact Center Check Up is a complete and objective audit of your contact center operation and will be customized to meet the specific needs of your business.
The DCS Contact Center Checkup provides you with a report card on your operation and will benchmark your organization against other similar ones nationwide. An annual operations review will ensure that your contact center is running at optimum performance levels and delivering the quality of service your customers deserve. The DCS Contact Center Checkup will also review the overall center organization to evaluate employee retention levels, career opportunities, training and compensation. A typical Contact Center Check Up will include a review of the following:
Discovery and Due Diligence
The DCS Methodology
Deliverables
A document completely detailing the present state of the center is created. This document will note any best practices currently in place and will include comparisons and benchmarking when applicable. Areas requiring improvements or opportunities for “Quick Wins” will be highlighted and a complete set of requirements and recommendations will be provided.
The DCS Contact Center Checkup provides you with a report card on your operation and will benchmark your organization against other similar ones nationwide. An annual operations review will ensure that your contact center is running at optimum performance levels and delivering the quality of service your customers deserve. The DCS Contact Center Checkup will also review the overall center organization to evaluate employee retention levels, career opportunities, training and compensation. A typical Contact Center Check Up will include a review of the following:
Discovery and Due Diligence
- The organizational structure within and supporting the contact center.
- The current strategy driving the direction and goals of the center.
- The physical site and ergonomics of the contact center.
- All media, campaigns, programs and marketing activities supporting the contact center.
- Current recruiting and hiring practices.
- All pertinent job descriptions, including salary and benefits.
- All current motivational and incentive programs.
- Current training programs and methodologies.
- All current quality assurance programs.
- All center operational processes and work flows.
- All technology supporting the center.
- All qualitative and quantitative reports and statistics for 12 months.
The DCS Methodology
- A variety of materials and reports will be requested before the onsite review begins. These materials and reports may include organizational charts, marketing materials, ACD and other productivity reports, job descriptions, details on center campaigns, copies of scripts and call observation forms.
- Once the advance review work has been completed, a plan will be developed for the onsite work that will be conducted. While on site, the team will meet with key company executives, managers and supervisors and will conduct roundtable discussion groups with agents and center management.
- The DCS team will also sit with a number of agents to review live calls. Many DCS clients request that a review of all agents be included in the Check Up. The DCS team may also review recorded calls when available.
Deliverables
A document completely detailing the present state of the center is created. This document will note any best practices currently in place and will include comparisons and benchmarking when applicable. Areas requiring improvements or opportunities for “Quick Wins” will be highlighted and a complete set of requirements and recommendations will be provided.
