Call Centre Audit Service | KPI Consulting Ireland

Audit

If you would like to further optimise the productivity of your business, please get in touch. Whatever the size of your operation, or product that you support, we offer performance improvement processes and procedures that can help you achieve your goal.

We will complete a full audit of your current operation, and highlight areas of improvement for you.

The key areas we will review are as follows;

Customer service & customer experience
Management structure, style & effectiveness
Organisational structure
Employee engagement and attrition
Training schedules and knowledge gaps
Management Information (MI) reports
Live data reporting to frontline staff

After the full assessment is complete, we can then have a clear view of the current performance, and begin to develop a performance improvement plan specifically for your operation. Once we know where we start, it is important to set realistic targets, and achieve them in a timely fashion. Understanding what ‘good’ looks like is key to this challenge.

The ultimate goal for any performance improvement plan is ultimately to;

Provide an outstanding customer experience
Optimise your employee’s techniques and resolution results
Reduce operational expenditure
Improve efficiencies and reduce procedural wastage

Change Management

Not only will we provide you with a performance improvement plan, we will help you implement these new changes too.

Change management is a difficult aspect of any performance improvement plan, and it is crucial that time is taken to ensure all necessary changes have the buy in from all stakeholders, especially front line employees.

Allowing us to take the lead in this area can help the forward facing management of any team during a period of change. We’re here to help.

Audit

The key areas we will review are as follows;

Change Management

Get in touch with KPI Consulting today. Contact us now on +353 87 328 6335 or email

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