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Call Center Audit

This document contains a call center operations audit checklist assessing various aspects of a call center such as service quality, agent recruiting and retention, workforce management, data collection and reporting, and agent performance and rewards. It includes 30 yes or no questions addressing topics like balancing automation and human agents, use of AI, agent turnover rates, call volume forecasting accuracy, availability of metrics reports, and ensuring an engaged workforce through competitive pay and recognition programs. Additional context is provided by a brief overview of the company conducting the audit, which describes its 20+ year history and recognition as an industry leader in outsourced contact center solutions.

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RK CISA
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4K views2 pages

Call Center Audit

This document contains a call center operations audit checklist assessing various aspects of a call center such as service quality, agent recruiting and retention, workforce management, data collection and reporting, and agent performance and rewards. It includes 30 yes or no questions addressing topics like balancing automation and human agents, use of AI, agent turnover rates, call volume forecasting accuracy, availability of metrics reports, and ensuring an engaged workforce through competitive pay and recognition programs. Additional context is provided by a brief overview of the company conducting the audit, which describes its 20+ year history and recognition as an industry leader in outsourced contact center solutions.

Uploaded by

RK CISA
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
  • Call Center Operations Audit
  • Operations and About Us

CALL CENTER OPERATIONS AUDIT

SERVICE: How well do you blend high tech and high touch?
Yes No N/A
1. Is there a good balance between automation and contact center agents?
2. Do you use AI in your center today?
3. Do you use AI to augment agents vs. replace them?
4. Are your customer interactions taking too long?
5. Are your KPIs producing quality results?
AGENTS: Is your recruiting pipeline reliable?
Yes No N/A
6. Do you at tract the best agents?
7. Can you find the right agent skillsets?
8. Is attrition under control?
9. Is your agent turnover rate too high?
10. Do you track the reasons why?
11. Is the training process well-defined?
12. Is there a team dedicated to onboarding?

13. Are agents assessed at 30-, 60-, 90- and 120-day marks?
WORKFORCE MANAGEMENT: How do you forecast volumes and call/contact arrivals?
Yes No N/A
14. Do you do a forecast-to-actual analysis/comparison?
15. Do you use the same parameters year-over-year?

16. Does your business fluctuate by season or cycle?


17. Is this done for monthly, weekly, daily and intra-day arrivals?
18. Do the calls answered line up with the forecast projected?
DATA: Are call center metrics well-documented?
Yes No N/A
19. Is there ready access to reports for every metric?
20. Are metrics used to enhance agent performance?
21. Are metrics used to punish agent performance?
OPERATIONS: How do you reward agent performance?
Yes No N/A
22. Is your pay structure based on merit?

23. Do you recognize the best agents?


24. Do agent rewards drive performance?
25. Do you identify “outliers”—poor performers?
26. Are there processes in place to improve their skills?
27. Do you feel agents are engaged?
28. Is there a website to communicate with and among agents?

29. Do you provide timely client updates and reviews?


30. Do you track and share agent/client satisfaction?

ABOUT US
Founded in 1996, Working Solutions began as an idea that sparked an entire industry—on-demand contact
center outsourcing. With 20+ years of success, the company is a recognized leader in business process
solutions. Fast and fluid, its U.S.-based workforce of sales, customer care and tech support agents delivers
double-digit results for clients.

Working Solutions’ success is validated with employee and agent comments on job worksites, such as
Glassdoor, and in FlexJobs’ Top 100 Companies rankings of the last four years—#13, #9, #7 and #10. Industry
analysts Gartner and Ovum also have cited the company’s expertise. On Glassdoor, Working Solutions earns
more than four stars. Founder Kim Houlne has a CEO approval of 90+%. Eighty percent of workers recommend
the company to a friend—evidence of the caring culture she created. And studies show that happy workers
make for happy clients and customers.

CONTACT: Troy Hesselgesser thesselgesser@workingsol.com


972.964.4800 x 222

SERVICE: How well do you blend high tech and high touch? WORKFORCE MANAGEMENT: How do you forecast volumes and call/contact a
OPERATIONS: How do you reward agent performance? 22. 23. 24. 25. 26. 27. 28. 29. 30. Yes No N/A Is your pay structure base

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