Contact Center Assessments

Contact centers often play a vital role in generating profitable revenue for companies, but only when properly aligned with business objectives. Inbound centers can make service a pleasure, or lead to dissatisfied customers. Outbound telemarketers face tougher regulatory guidelines such as the national “do not call” list as well as call-averse consumers.

G1SG has extensive experience in all types of contact centers, ranging from green-field planning and execution to an in-depth assessment of current operations. Such reviews include software, hardware, personnel and training programs, as well as recommendations and roadmap for improvements.

Because CHR is not affiliated with any vendor, all recommendations are made with no conflict of interest.

+ Contact Center Services Overview

  1. Review of operational management processes, including reporting and workforce management
  2. Assessment of customer contact flows, including IVR menu options, multi-channel integration and contact-routing business rules
  3. Observation of contact handling and fulfillment processes, including workstation tool set
  4. Benchmark/scorecard performance against industry best practices
  5. Discovery of significant improvement opportunities

+ Benefits

  1. Improved performance metrics
    • Average speed-of-answer
    • Abandon rate
    • Hold time
    • First-call resolutions
    • Others that you define
  2. Focus on customer priorities and increased customer satisfaction
  3. Improved service delivery with more efficient contact handling
  4. Enhanced employee productivity and effectiveness
  5. Better integration of existing technologies
  6. Reduce the total cost of ownership for production systems

+ Representative Clients

  1. JC Penney
  2. TXU (formerly TU Electric)
  3. St. Luke’s Hospital
  4. Greater Cincinnati Water Works
  5. American Heart Association
  6. DaimlerChrysler
  7. Reliant Retail
  8. Alcatel USA
  9. ENSERCH/Lone Star Gas Company

+ Sample Client Results

  1. Less than 7 month payback on entire investment
  2. Average speed-of-answer decreased by 32 percent
  3. Customers serviced within 35 seconds increased by 38 percent
  4. Greater than 70 percent of customers selected self-service option via IVR