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How is your contact/call center doing? How could it improve? What would be necessary for it to improve? Answers to these questions can be invaluable and result from a solid assessment by an experienced contact/call center expert. Whether you use a consultant or perform such an assessment using your own staff, an audit and assessment should review these twelve key areas: 1. Hiring and Training 2. Supervision and Management 3. The Sales Process (or Service’s role in the Sales Process) 4. Scripting/Call Guide 5. Compensation and Motivation 6. Metrics and Reports 7. Use of Telephone Technology 8. Use of Computer Technology 9. Work Environment 10. Integration with E-Mail and the Web 11. Integration with Fulfillment 12. Integration with Advertising, Direct Marketing and any Outside Sales Channel. *These are general recommendations. Specific strategies and tactics should be based on a review of your needs, market and operation. For outside support, contact Lieber & Associates. |
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