An effective call center has specific measurable performance criteria. These can be certain established processes, workflows, procedures, and guidelines for agents to follow. It is essential to conduct a periodic call center audit. It ensures a call center consistently remains fully optimized for maximum efficiency and effectiveness. The goal of an audit is to get a full view of what is happening in the call center. This is for your company to understand the processes, technologies, and more. Therefore, your company can easily identify gaps in call center performance. Use the gathered data and take an action in order to correct these gaps. Below is a basic call center audit checklist you can use in your own audit process.
When evaluating the overall call center performance, you might take into account the following call center metrics:
If you would like to learn more, read – Call center metrics you should be measuring right now.
When it comes to analyzing individual call center agent efficiency, the following metrics might be helpful:
When assessing call center operations, verify all procedures, policies, and customer service processes. These should be all well-defined, well-documented, understandable, and easily accessible to everyone in your call center team. For a more in-depth analysis, evaluate if all the steps in processes and procedures are necessary and relevant. Plus whether any of them can be combined or eliminated altogether.
Review your call center scripts to ensure they provide customers with accurate information. Therefore, leaving no room for ambiguity. Make sure your agents are able to use them correctly and effectively to maintain high levels of customer satisfaction. The following questions might be helpful in your evaluation:
To ensure a steady stream of qualified applicants, your recruiting strategy should be robust, efficient, and catered to the needs of your organization. When reviewing your recruitment process, evaluate the effectiveness, accuracy, and relevance of the following:
To fully leverage your call center resources, you need to have a solid agent onboarding and training program. Review your employee onboarding procedure. Moreover, analyze its effectiveness in introducing policies, practices, software, and helpful information to your new hires. When it comes to agent training, the audit should identify whether your training program is addressing the right training needs. Moreover, how effectively it can be tailored to individual agents’ requirements and skills gaps.
Audit employee engagement and internal communications in your call center by answering the following basic questions:
Conduct a workforce management review. It ensures the right number of agents with proper skillsets are staffed at the right time. Apart from analyzing forecast accuracy, review how schedules are created or whether agent preferences are taken into account. Determine any issues that may be affecting the efficiency of the process of scheduling and assigning agents to shifts.
Calculate agent attrition (employee turnover) rate. A high number usually means higher costs of re-recruitment and re-training of replacements. In addition, the lower productivity of new/inexperienced hires can also have a negative impact on the level of service provided. If your turnover is excessive, you may need to conduct a more in-depth audit to determine the reasons.
Measure customer satisfaction in your call center. It comes down to measuring the following most used metrics:
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