Thursday, December 08, 2016
A service and support environment is a complex operation, and the many parameters that affect its success can make it difficult to identify, prioritize and address the issues to change. Pressure to increase the quality of service and support, the productivity of internal technology users, and the satisfaction of the end customer places increasing strain on limited resources.
Our comprehensive assessments involve analysis of many aspects of the enterprise. Our exclusive assessments bring an operation more into line with industry best practices, reduce costs, create revenue generating service centers and improve morale of the help desk and contact center team.
High Tech High Touch Assessments include tools such as:
Evaluation of staffing levels, assessment of communication and team morale, review of ergonomic concerns, infrastructure, staffing, work environment, and, communication processes.
Analysis of call trends and statistics, review of call handling techniques, observations of agent's phone skills, incident management, and trend analysis Information. Review knowledge sources, and recommended Knowledge Management approaches.
Assessment of call tracking system effectiveness, review of phone system and ACD design, and specialized software is part of our assessment deliverables.
Our assessments also include a valuable Gap Analysis. This analysis represents the comparison of your existing Call Center or Help Desk to the rest of the industry. The charts produced from the analysis can be utilized for future benchmarking. The information can be reassessed every six months and compared to the previous results. This will provide a tool for measuring the rate of improvements as the re-engineered support environment progresses.