Call Center Operational Assessments

Systems and Technology

PowerHouse technical experts evaluate the overall state of the Call Center’s technology infrastructure, including the desk-top environment, company intranet, use and integration of current systems, and capabilities for reporting and quality monitoring.
This assessment is vital to identifying whether current technology and its deployment serve the needs of the Call Center. We inventory each system and analyze major features for strengths and weaknesses. This information is used to evaluate the ability of current technology to meet strategic goals, identify where gaps exist, and identify a set of requirements for the future.

The assessment includes the following:

• Speed and reliability of existing systems
• Routing and distribution capabilities
• Level of integration among systems
• Capture and use of customer data
• Opportunities for IP telephony
• Disaster readiness

Based on a review of client business requirements, we identify strengths, deficiencies, limits, and constraints as they relate to lowering costs and increasing productivity.

The output? A Technology Blueprint that includes readiness and opportunities for VoIP, automation, and self-service.

Click here to view our complete Telecommunications Assessment services.