What is it?

The Call Center Check-Up is a streamlined consulting project that evaluates the strengths of your call center operation as well as opportunities for improvement to ensure it operates at its full potential. Our recommendations will help you deliver consistent levels of service, improve productivity, and make the most of your investment in staff and technology.

The Call Center Check-Up provides you with:

• An overview of the current state of the call center
• Identification of call center strengths and areas for improvement
• A comparison between current operations and what’s needed to meet management objectives
• A review of reasonable options for making the most of personnel resources
• Recommendations on how to optimize your current technologies and services

How does it work?

We interview your agents and management team, monitor your calls and other transactions, examine a variety of performance reports, and observe your daily process and procedures. You receive an analysis of our findings, including a solutions-oriented checklist of recommendations for immediate and long-term improvements.

Who does the work?

All assessment projects are performed by the senior consultants and faculty members of The Call Center School. All have a minimum of 15 years experience in the call center industry and are recognized experts in the area of call center management and educational program design. In the last ten years, we have collectively consulted and trained at over 500 call centers.

What will you receive?

TCCS will provide a written report that outlines results of our analysis. This report will provide an overview of the current situation, areas that are being addressed well, and opportunities for improvement. The report will include recommendations on what to do immediately, short-term (6-12 months), and longer-term (12-24 months) to improve productivity, increase customer and employee satisfaction, make the most of call center resources, and improve service and value to the organization.

What does it cost?

The cost of a Call Center Check-Up depends on the size of center as well as the number of call types being handled. We will provide you a fixed quote for the assessment upon confirming the size and complexity of your operation. TCCS can provide you with this quote by phone.  For more information or to schedule a site visit, please call our main number at 615-812-8400.