Auditing/Assess: Internal Vs External*

Your call center audit and assessment may be performed by one of your employees or an outside consultant. While cost may be a factor, a good audit will deliver a solid return on investment(ROI), so it may be penny-wise/pound-foolish to decide on the basis of cost alone. Here's how to make the choice:

Use an Internal Auditor when the Auditor…

· Has broad and deep experience spanning 5 or more call centers.

· Is experienced with call center benchmarking.

· Can focus exclusively on the project for 2-6 weeks.

· Has a knack for both analysis and synthesis.

· Is adept with both numbers and people.

· Can elicit candid input from all levels of staff.

Use an Outside Consultant when…

· A fresh look and evaluation is needed.

· An impartial, outside opinion is important.

· Broad experience with hundreds of call center programs would be beneficial.

· Extensive audit experience is important.

· In-house auditors don't have time or are unavailable.

· Your staff may not speak candidly with an insider.

· Information gathering, interviews & report preparation must proceed quickly
  without sacrificing quality.

*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.