Is your Contact Centre operating to best practice standards?

The CCMA offer a 'Health Check' service to help you understand if your Contact Centre is operating effectively and efficiently.

The Health Check involves spending time in your business understanding how you’re currently performing against industry best practice in the following areas:

 

The health check output is a report that outlines the key findings and recommendations from the diagnostic. These will be identified as quick wins, medium and long term actions. We will meet with the leadership team to talk through the recommendations face to face.

Any recommendations will be practical, implementable ideas that are in line with best practice operated in contact centres. Any recommendations will take into account the working environment, the systems available and any other constraints that exist. There will be no ‘blue sky thinking’, no waffle, just clear actionable recommendations.