Health Assessment
For Contact Centre and CX
Contact Centre Health Assessment - Hands-on support to optimise your strategy, structure, and brand.
About Exponential-e
The Contact Centre Assessment is a short engagement from Exponential-e, designed to provide insight on contact centre operations and how they can be improved. An assessment is performed for a single contact centre operation or line of business, as mutually agreed. The assessment is performed both remotely and on site, using questionnaires, interviews, workshops, live observation, as well as offline analysis. There are four components to the consultancy: Planning, Strategic, Operational, and Technical
The output of the consultancy is a report and presentation that provides the following:
Summary of overall operation, main KPIs, performance and business metrics
Summary of advisor and user experience
Perceived strengths and weaknesses of the operation
Recommendations for improvement
Categorised by People, Process, and Technology improvements
Ranked according to Effort required (Low, Medium, High) and Business impact (Low, Medium, High)
Planning workshop(s) are held at the outset of the engagement to fine tune logistics, resource requirements and travel. More than one planning workshop may be needed depending on the number of business units and/or discrete contact centre operations within scope. The planning workshops will agree the following:
Resources required to complete the assessment workshops
This would include representatives from the business (familiar with strategy and goals), technical owners, supervisors, as well as both senior and junior advisors.
Arrangements required to facilitate observation of live contact centre operations.
Resources required to complete pre-assessment questionnaires from Exponential-e
The questionnaires will cover areas around strategy and business goals, operational performance and technical environment.
The questionnaires will cover areas around strategy and business goals, operational performance & technical environment.
Documents to be send in advance to Exponential-e for review prior to on-site attendance
Performance reports (main KPIs in the contact centre with associated reporting).
Technical overview documents.
The planning sessions will determine how many individual sessions are needed, timeframes, and number of participants based on review of the above.
Strategy and Measurement Workshop
Aim is to get an understanding of the business environment and the role the contact centre plays in the overall organisation, insight as to the business drivers for each contact centre and the most important KPIs, current performance against KPIs, challenges and opportunities
Re-cap, analysis and discussion of Exponential-e questionnaire around strategy and measurement
Discussion around business drivers and the most important KPIs, current performance against KPIs, desired MI
Discussion around challenges and opportunities in light of above
User and Customer Experience Workshops
Re-cap, analysis and discussion of Exponential-e questionnaire around user and customer experience.
Supervisor Experience
Review / discussion of forecasting and workforce planning
Review of training and recruitment process of advisors
Review of performance and quality management methodologies (at the advisor level)
Regulatory & process requirements, Administration features required, response times for changes
Challenges and opportunities, including desired MI
Advisor Experience
Recommended attendance from both senior advisors and junior advisors
Reasons for contact and how they are determined and measured
High level review of customer experience ( number of ways to contact, level of automation, number of steps and relative complexity)
High level review of advisor experience including system interfaces and hand-offs
Discussion of on-boarding process & training required / level of difficulty
Discussion regarding differences experienced by junior vs senior personnel
Advisor interface requirements
Live observation of customer contact operation (e.g. listing to live calls, viewing chat interactions, etc.)
Technical and Integrations Workshop
Performed last so that results from strategy and user / advisor experience can be discussed
High level review of findings from previous workshops
Existing integrations, future plans for integration, applications, systems and processes used on a daily / weekly / monthly basis, desktop infrastructure.
Required regulatory functionality
Security requirements
Administration features required
Review of SLAs and response times required
Written report as well as a presentation
Summary of findings from all activities
Perception of overall operation including perceived strengths and weaknesses
Recommendations for improvement:
Categorised according to People, Process, and Technology improvements
Ranked according to effort required and business impact
