TeamRed Solutions Western Australia

» Request More Info

» Request A Quote

» Contact Us

Home | Online Contact Centre Assessment

FREE Online Contact Centre Assessment

Many contact centres view increasing efficiency and maintaining customer service as competing goals. In practice both goals can be achieved simultaneously. For example, using additional staff resources to improve service levels lowers efficiency and often lowers customer outcomes as well. TeamRed Solutions believes the real goal for contact centres is effectiveness.

Our definition of an effective contact centre is one that has an engaged and productive workforce providing high levels of customer satisfaction at low unit cost. Our expert framework will ensure your contact centre increases both its efficiency and service, enhancing your overall effectiveness.

For a quick health check to assess the effectiveness of your contact centre, simply complete this online questionnaire. All information will remain strictly confidential, and will not be divulged to any party. We will use your results to calculate your overall score, and all scores will contribute to the calculation of average industry scores which we will publish and provide to clients without any other identifying information.

We will assess the results you submit and provide you with a free comparison with the average of all results submitted. We can also provide you with a presentation on the health of your contact centre and recommendations for improving effectiveness.

If you are unsure of the exact figures please estimate - but be truthful!

Assessment Form

1.	Customer Satisfaction – what was the result from your last survey	%
2.	First Contact Resolution (FCR) rate	%
3.	Sick Leave rate for the past 12 months	%
4.	Staff Survey –staff satisfaction or engagement score from last survey	%
5.	Productivity – movement in interactions per FTE over the past 12 months	%
6.	Processes - how many customer processes are properly documented and accessible to all staff	%
7.	Call Monitoring - percentage of leadership time spent actively monitoring / assessing calls	%
8.	Coaching - percentage of time team leaders spend coaching their staff	%
9.	Call Flows - how many customer processes have documented call flow best practices	%
10.	Schedule Adherence – what is the average adherence to schedule	%
11.	Rostering – on a daily basis, how many rosters are within 10% tolerance	%
12.	Recruitment – what percentage of new staff survive 3 months or longer	%
13.	Incentives – proportion of any bonus based on individual performance	%
14.	Incentives – average bonus as a percentage of base pay	%
15.	Performance Management - percentage of your staff above the minimum performance level	%
16.	What percentage of your calls are referred to a second level support team?	%
17.	What is the difference in average talk time between the lowest performing 5% of staff and your highest performing 5% of staff	%

Name:	*
Company:
Phone:	*
Email:	*
Location State:
Industry:	*
Your Role:	*
Total FTE in your centre:	*

* Required fields, must be filled in.