Call Center Operational Assessments

Operations and Processes

A thorough evaluation of the day-to-day Call Center operation is a major aspect of the assessment process. PowerHouse examines the job tasks performed by each functional department within the Call Center, including capturing the most frequent, complex, and critical tasks for all contact channels.

We review automated and manual processes to identify opportunities for streamlining and standardization. A careful analysis and interpretation of intra-day data at specific time periods is conducted to identify trends and facilitate workforce optimization activities.

This comprehensive assessment examines the following:
Characteristics of contact demand Job tasks, by contact types Workflow and processes Resource utilization Efficiency of contact handling Service levels and key metrics	Quality and accuracy of data Use of statistics and reports Forecasting and data analysis methods Workforce management practices Accessibility of required Information Escalation and resolution process

The combined results of the assessment lay the foundation for recommendations related to workflow, resource allocation, workforce optimization, and reporting. Data gathered around the frequency, criticality, and complexity of job tasks serves as a baseline for identifying training content as well as for recommending operational and process improvements.