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ANALYSIS

A full operational analysis provides customers with a comprehensive and holistic review of your call center. We review alignment, customer access strategies, recruiting/hiring on-boarding/training, performance management/coaching, workforce management, knowledge management and systems (ACD, WFM, IVR, QA, etc.).

Our analysis also includes a comprehensive and highly-detailed report of findings that provides a gap analysis to best practice, recommendations and prioritized corrective actions and a business case analysis to support the findings.

We analyze the following:

  • Current business capabilities and excess capacity
  • Technology and software currently deployed
  • Cost of Ownership
  • Redundancy
  • Call flows
  • Security
  • Capacity and QoS