Preventive maintenance for the heart of your business

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.

The consultants from The Call Center School (TCCS) bring to your call center operation an unmatched wealth of telecommunications and call center consulting experience with a unique diagnostic approach to identify symptoms and prescribe treatment for call center ailments. Our solution allows you to 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 the vision identified 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

The TCCS Checkup is an operational "house call" that includes an analysis of your call center technologies, network services, call handling procedures, operational policies and personnel utilization. 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.

The Call Center Check-up Process

The TCCS Checkup begins with a conference call in which our consultants review your center's overall strategy for customer contact management and identify specific concerns to be addressed in the analysis.

We keep you involved in every step. You are provided with a list of specific documents and information to be supplied to TCCS so that we can perform the initial analysis. This documentation typically includes the following:

• Organization chart
• Service level goals
• Vendor, model and version of all call center systems used:
  • ACD or PBX
  • Predictive Dialer
  • IVR
  • Email/web handling systems
  • Quality monitoring system
  • Workforce management system
  • Contact management system
• Local and long distance carrier(s) and services used
• Outsourcers and current business contracts
• One week of representative ½ hourly ACD data
• Call-handling procedures and transaction flows
• Disaster recovery plans
• Current staffing levels and workforce schedules
• Frequently asked questions/types of calls
• Training plan
• Cost-per-call information
• Value-per-call information
• Sales and marketing campaign information
• Priority list of outstanding problems/deficiencies identified by center
• Anticipated changes in the near future (technology, personnel, marketing, etc.)

Upon receipt of the relevant available data, a specific date is scheduled for the site visit by the TCCS consultants. The site visit includes 2-4 days of on- site observations and interviews by the TCCS consultants.

At the end of the site visit, TCCS will meet with the appropriate members of the center management team to report on preliminary findings. Within 10 days of the site visit, TCCS will provide a written report summarizing the results of the review including short-, mid-, and long-term recommendation.