Call Center Operational Assessments

People and Performance

PowerHouse examines the behavioral and performance aspects of the Call Center to explore the current state related to hiring practices, required entry competencies, and performance measurements. We also delve into the human aspects of the workplace: employee satisfaction, training and job support, and the desired elements of the customer experience. We focus on the following:

• Functional roles and job descriptions
• Employee skill and knowledge gaps
• Recruiting, attrition, and opportunities for career pathing
• Employee satisfaction, morale, and attitudes
• Nature and effectiveness of training
• Information and data management
• Quality monitoring, coaching, and mentoring

The output? A solid understanding of requisite entry-level skills for new-hires, a recommended approach to recruiting and hiring, a set of concrete behaviors to incorporate into an existing or new quality program, and a recommendation for training and performance based on specific and measurable job competencies. Hiring, quality, and training programs can later become woven into a single and measurable continuum to be evaluated and refined on an ongoing basis.