A call centre audit sounds like compliance theatre, but a well-run one is one of the cheapest ways to find real improvement opportunities, strengths, gaps and benchmarks against best practice. Here's what a call centre audit actually is, how to plan one, how to evaluate the findings and why an external auditor is usually worth the spend.
Most call centres run their processes the way most drivers run their cars, until something breaks. There's a better model, and it doesn't have to mean a big lean-six-sigma program. Here's what continuous process improvement actually looks like in a contact centre, and why the businesses that adopt it pull steadily ahead of the businesses that don't.
A 50/50 split on which vendor to award is a sign the tender process needs help, not that one of the vendors needs to negotiate harder. Here's what to do when a call centre technology tender has stalled, the review framework, the missing criteria, and how to get the project team to a defendable recommendation for the board.
Marketing builds the offer and throws it over the wall; the contact centre catches it and discovers half the orders don't fit through the system. It's a familiar dynamic in plenty of businesses, and it leaves money and goodwill on the floor. Here are five practical tips for bridging the gap, starting with making sure the campaign can actually be processed.
Most internal reporting is a one-way street: data goes out, nothing comes back. That's how reports keep getting produced for years that no-one acts on. Closed loop reporting flips it, the audience reports back on what they did with the information. Here's why that small process change drives outsized improvements, with a diagram and a worked example.
By the time a campaign hits the call centre, most of the decisions that decide its success are already locked in. Skip a check at this stage and you'll wear the result for the next eight weeks. Here are the five set-up questions every marketer should ask the call centre before handing over, small interventions, outsized impact.