Call 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 suprising 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.
The important component is experience! There is a variety of experiences within the consulting community and this can influence the price.
The amount of time a consultant spends onsite 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.