Call centers customer care

1. Call Center
Audits & Assessments
Accelerating Improvement in your Call Centre
Traditional and New Approaches

2. The Call Centre Audit
Archaic - a hearing
Audit - any thorough ongoing check or examination
Audit - a methodical examination or review of a condition or situation
Audit - examine carefully for accuracy with the intent of verification
Audit - consider in detail and subject to an analysis in order to discover
essential features or meaning
GOAL: Ascertain the validity and reliability of information; provide an
assessment of your current system's internal control.

3. Why Assess or Audit your Centre?

4. Factors Driving Assessment
Verification and setting priorities - Assessment, Planning and Objective
Setting
Better customer outcomes, increasing revenues, cost reduction,
`Doing More for Less’
Regulatory bodies + the economy have highlighted the importance to
organize and improve performance control and compliance systems.
Customer service centers are uneven energies of people process +
technology moving at an uneven pace
Several levers can be manipulated to achieve customer and stakeholder
objectives - Need for constant review and prioritization

5. Why Do Audits?
Centre not achieving Targets
New Initiatives to improve Service, Quality, CSAT
New Products or Services being introduced
Preparing for new/upgraded technology
Move to a Profit Centre
New site or location
People churn

6. Audits/Assessments can Pay Off
 $6 million in annual savings for a Major Bank,
 $1 million in first year savings for a Publisher,
 $1.5 million saved through process re-engineering for a
major printer manufacture
 Creation of Strategic Plan for services company rolled out to
25+ centers
 Transformed services center: improving Grade of Service from
20% to 80% while reducing costs
 For an international eCommerce retailer improved agent
productivity by 54% while reducing cost per contact by 47%

7. Audits Historical & What was Expected
Past Audit Process
 Expert Consultants
 Consultants on-site for
days/weeks/months
 Lots of questions, interviews
 Data interrogation
 Big Report
Your Commitment
 1+ consultants
 On site for Days- Weeks – or
Months
 Gather & prepare:
 All Reports
 All process Documents/Maps
 All Payroll details
 All technology details
 Time investment:
 Manager – 50%, Senior Management,
Supervisors – 10%, IT, Agents <5%
Big Cost- $45,000 and up

8. Snapshotz: New Option Today
 Cloud based, SaaS, Hosted
 DIY Approach
 Intelligence built into the Application
 Only Product available that does all this

9. Snapshotz Online
 New Zealand firm launched in 2007 - Hundreds of audits completed
worldwide
 Taylor Reach is the North American Certified Partner

10. Deep Dive
In-Depth Analysis
8 Sections, 29 sub sections, Up to 620 data points assessed
Snapshotz Online
Audit, planning, training, comparison of teams and performance, review
and reporting.
Software as a Service (SaaS)
ONLY browser software, e.g. Internet Explorer is required + connection to
the internet
Easy Access
No hardware or software to buy, install, maintain, or update. Access to the
application is easy: All required is an Internet connection

11. Verticals & Variables
 The industry verticals covered range from Agriculture, Manufacturing,
Electricity, Construction, Wholesale + Retail Trade, Retail Trade, Transport
and Storage, and everything in-between
1. The importance
of the variable to
the functioning of
the contact centre
2. Calculations to
derive the score
for each
subsection and
section
Criteria 1:
Functionality
1. Legal
requirements that
are universal and
adjustable
2. Based on
Geographic
region
Criteria 2:
Legal
Requirement 1. Weightings and
Ratings are
constantly
reviewed and
adjusted
2. Include
emerging issues
i.e. Monitoring
customer
complaints on
social media
Weightings +
Ratings

12. Levers & Variables in the
Customer Service Environment
Scheduling and resource planning
Service Measures
Reporting – Contact Centre Metrics
Contact volumes and costs
Call and contact flow monitoring and
management.
Call and contact quality management
Quality of voice messages, automatic response and
other customer contact
Technology
Quality and process analysis
Planning and Objective Setting
Operational Metrics
Call / Contact Centre Objectives and Strategy
Business process alignment and change management
Disaster Recovery Plan, Data Security and
Compliance
Corporate Objectives + Strategy Fit
Customer Relationship Management
Contact Centre Structure
Customer contact
Customer Complaint Management
Customer satisfaction
Recruitment / Career Development / Remuneration
Training
Internal Communications

13. Levers & Variables in the
Customer Service Environment
Health & Safety - Health, Safety and Environment
Health & Safety - Display Screen Equipment (DSE) and the working environment
Health & Safety - Environmental controls and practices in place or what needs to be in place.
Health & Safety - Eyes and eyesight, voice, hearing / noise, and musculoskeletal disorders (MSD) are
covered in this section.
Staff Wellbeing - Covers abusive contacts and work related stress and approaches centres take to reduce
stress.
Staff Wellbeing - Cover daily work routine and work practises within the centre.
Health & Safety and Staff Wellbeing

14. The Snapshotz Score
•The Snapshotz
Benchmark Score is
the average of the
score achieved by
the top 25% of those
organizations
employing
Snapshotz.
•Snapshotz score is
only a guideline. A
more accurate
benchmark is yr over
yr or a comparison
against the same
vertical in a similar
geographic region.
•Benchmark reports
can be requested if
required, additional $.

15. The Audit Assessment Process
1
• Definition - what is required to be audited
2
• Scheduling – when, who is to carry out the audit and what locations
geographic or internal departments are to be assessed.
3
• Preparation - collection, data, process documentation and lists of what to
look for and an interview list.
4
• Execution – conducting the audit
5
• Documenting - audits and tracking of actions

16. The 5 Step Approach
Step 1: Definition • Snapshotz details the 8 main sections and the 29 subsections that are required to be audited.
Step 2: Scheduling • Assessors have complete control over who when where and what …
• Snapshotz online will let you assign the license for up to 5 members
• Snapshotz online lets you audit and compare different locations, internal departments and teams
within a departments.
Step 3: Preparation • The structure of Snapshotz online tool checklists acts as a guideline for preparation. Assessors and
auditors will find preparation easy using Snapshotz Online. Very difficult when you don’t know what
to look for especially for those new to the task.
• The detail within the subsections as well as the corresponding notes within the Snapshotz online
tool will enable the assessor / auditors to identify what’s required and other preparatory work
required.
Step 4: Execution • The structure of the sections, the ability to move easily in, out of and through the sections make
execution less tedious and quick.
• The Snapshotz online tool allows flexibility yet structure that is required to achieve a consistent
process that’s valid and can be used time after time.
Step 5:
Documenting
• The structure of Snapshotz online tool checklists means documentation needs are taken care of as
you audit.
• Tracking of actions is made easy as Snapshotz Online enable assessors to make notes and create
a task list under every question / variable that is being assessed.
• The reports generated once the audit is complete enable the prioritization and follow up of actions.

17. Reporting
To win in life you must turn your
experience into wisdom. So, slow down.
Wisdom is gleaned over time, not
overnight. Then, drill down. The treasure
is there, but you have to dig for it.

18. Reporting

19. The Process
Regardless of the Assessment Approach – The Process is the Same
Strategic Assessment
Discovery
Data Collection
Methodology
Process
Technology
Human Capital
Measurement + Goals
Stakeholder Interview
Assessments
Assessment
Tools/Tactics
Benchmark Contact
Center
Relevance Rankings
Change Management
Proof of Concept
Recommendations
Benchmark Call
Center to Competitors
“Low-Hanging-Fruit”
Best Practice
Assessment
Opportunities
Process + Training
Risk Reward
Methodology +
Technology
Customer Sat Model
Implementation
Knowledge Transfer
Monthly Customer
Satisfaction Reporting
Center Performance
Measurement
Comparison to
Competitors

20. Hierarchy
AuditLevel
1. An assessment carried out by an individual or individuals within an organization
without verification by an external party
2. An assessment carried out by an individual or individuals within an organization
with some verification by an external party
3. An assessment carried out by an external party with or without aid from
internal individual or individuals within an organisation with verification of results

21. The Bottom Line
Traditional Assessments (Level 3), through Traditional
approach will cost $45,000 and up
Snapshotz Online is a fraction of this cost and can;
Enable additional budget to address deficiencies or capture
opportunities
Demonstrate to senior management how the centre is
performing from an independent perspective
Become an annual ‘health check’

22. Pricing Options
Option 1
Snapshotz Online Assessment (Level 2) is only $4,519.00 for 1
license; includes support from an experienced call centre
consultant and all reporting
Option 2
A 3 Year subscription plan @ $4,519 per year for 5 licenses
including consulting support and reporting
Audit results are acceptable for some call centre
certification programs

23. Summary
Audits/Assessments are one of the best tools for
gauging the health and effectiveness of your call
centre.
They support:
Improved efficiency,
Improved CSAT,
Improved Agent engagement and ESAT,
Improve revenue generation,
Regardless of the approach you take, Audits should
be a part of your toolkit

24. Coordinators
Colin Taylor
CEO
The Taylor Reach Group, Inc
ctaylor@thetaylorreachgroup.com
416-979-8692 x200
snapshotz@thetaylorreachgroup.com
www.thetaylorreachgroup.com/snapshotz
647-729-3991

25. Questions