ACCS can improve call center performance by conducting a call centre assessment which is an comprehensive audits and benchmarking of current operations. The assessment will include, conducting a detailed analysis and of the metrics, processes, reports, and technology applications. This assessment is then compared benchmarked to other centre's within your organization's industry to develop a gap analysis.  A critical part of the overall assessment is the participation and buy in of your organizations front line staff.  This process will ensure a that the recommended changes are seen as a benefit by all levels within your organization.  The final report will detail illustrate recommended steps for improvement, benefits, opportunities, risks, and costs. 

ACCS Call Centre Assessments focus on the following categories

Customer Satisfaction, Performance Metrics/Management Reporting

	Staffing Levels, Customer Contact Handling & Call Routing
	Customer Contact Workflows & Technology Tools
	IVR Utilization
	Telecommunications & Workstation Analysis
	Quality & Productivity Results
	Cost per Contact

When should an organization Benchmark?

	Before they make any changes to create a baseline comparison
	After they have made changes to measure the impact
	During the budget development process
	On going as a continual improvement process

Benchmarking is a point of reference that serves as the foundation of understanding, comparative performance and is critical to formulating a knowledge-based plan of action to achieve objectives.   By utilizing Advanced Contact Centre Solutions (ACCS)  experience in contact center management we can assist convert your data into action items to create that positive customer experience.