Call Centre Health checks (aka call centre audit, call centre review or contact centre health checks) provide you with an independent, objective assessment of your contact centre performance and capabilities.
There can be many reasons for requiring a call centre health check, these are just some of the common ones:
It can be as specific or as broad as you like. For some, a complete overview of the call centre is required where others just require a focus on certain parts of the call centre.
It may be surprising to some people, but a successfully functioning call centre is made up of many moving components that can include:
Just make sure you discuss your requirements with the consultant to ensure you get the outcome you need.
There are many different approaches to conducting a call centre health check. Some consulting companies can take weeks and months reviewing your operations and provide incredibly detailed analysis. Others may just spend a few days reviewing your operations and just provide you with a high-level review and roadmap.
Regardless of the length of time spent on your call centre audit, the most important attribute of the company you engage is experience! There is a variety of experiences within the contact centre consulting community and this can greatly influence the price.
The amount of time a consultant spends on site as well as writing the report(s) and conducting the analysis will ultimately impact the price. And typically, but not always, the more experienced consultants charge more - but they can typically identify issues and solutions much quicker.
The key is identifying a consultant you feel comfortable with that has the right amount of professional experience.
Prices can vary widely on experience, with anything from $1,200 to $6,000 AUD per day the typical range.