Call Center Operational Assessments

Leadership and Organization

PowerHouse consultants first identify the Call Center’s fiscal and business objectives to determine their alignment to company vision and goals. We also analyze the function, responsibilities, and structure of both management and frontline teams and identify the inter-dependencies among cross-functional departments. The assessment provides insight into the following:

• Leadership and overall performance
• Team structure and staff ratios
• Roles and responsibilities of each functional area
• Communication with internal and external departments
• Call Center metrics and key performance indicators
• Incentive and recognition programs
• Budget realities and constraints

The output? An organizational model and management structure that reflects the needs of the evolving business. All job responsibilities within the Call Center are mapped into a single snapshot that depicts the role of each functional area. This model is scaleable and flexible to accommodate potential growth.

The assessment serves to position the Call Center more strategically within the organization, align goals with overall corporate direction, and enhance cross-functional communication.