Next Level Productivity Assessment™

Reach the "next level" of profit and productivity faster by getting the right advice.

The Next Level Assessment™ pinpoints your service center on the   "Developmental Continuum." The Assessment Report and Recommendations provide you with a road map to evolve to the "next level"
.

• Level 1: Fast, efficient order-taking is the priority.
  It's all about getting the calls answered efficiently.

• Level 2: Quality enters the equation.
  Now that service levels are being met, it’s time to focus on
  the quality of the customers’ experience. 

• Level 3: Integrate call quality with call quantity.
  Customer satisfaction ratings rise as customers appreciate personalized service and the offer of smart solutions.

• Level 4. Monitor. Measure. Continue to improve.
  Momentum builds toward long-term success.

O V E R V I E W

Outcomes:

• Pinpoint your contact center between a Level 1 and a Level 4 on the Developmental Continuum.

• Detailed recommendations guaranteed to increase customer satisfaction, reduce operating costs and enhance employee productivity.  

• Validation of existing processes and practices that are working well.  

• Identification of potential obstacles to reaching the "next level" on the Continuum..
       

Discovery Areas:

• Management expectations for the customer service department, including:
  -- Offering value-added products and services.
  -- Conducting promotional campaigns (i.e. new services, special offers)
  -- Handling public relations issues (i.e. rate increases, service changes)
  -- Migrating call traffic to web-based services.
  -- Providing consumer information and education.
  -- Reinforcing the corporate brand.

• Process analysis and evaluation of:
  -- Inbound and outbound call-handling protocols.
  -- Performance measures and quality assurance methods.
  -- Recent product and service promotion results.
  -- Training curriculum and performance monitoring and coaching.
  -- Reward and recognition programs.

• Exploration and assessment of effects of change:
  -- Impact of recent organizational and/or operational change on staff
  morale and productivity.
  -- Attitudes of service representatives, supervisors, and team leaders about integrating pro-active solutions into customer care.

Assessment Methods:

• Pre-visit review of pertinent background information and service level reports.
• Interviews with senior management to identify specific areas of interest or concern.
• Confidential survey and interviews with front-line service representatives, managers, supervisors, and team leaders.
• Interviews with other stakeholders such as training, quality assurance staff, credit and collections and marketing.

Deliverables:

• A comprehensive report summarizing the findings of the assessment vist.
• A teleconference with management to discuss the findings in detail.

Assessment Package:

• Pre-visit and post-assessment teleconferences with management.
• 1 to 3 days of on-site meetings and interviews.
• Comprehensive Assessment 
  Report and Recommendations.
• A phone consultation within 120 days of the visit to discuss implementation of recommendations.
  
  
• The fee is based the number of call center locations to be assessed..
  

Contact Barbara for a confidential conversation to see if an Assessment is right for your center.

The Agent Engagement Survey

Next Level Assessment for Contact Centers

Five Smart Reasons Contact Centers Offer Their Customers Value-added Solutions

Customer Services Solutions Model: The Proven Process

Services: Assessments | Training | Coaching | Consulting