SimpliCTI's contact center subject matter experts are often asked to evaluate and make recommendations for improving contact center operations. The Contact Center Assessment is a comprehensive analysis of various aspects of contact center management, operations, and technology.

A typical Contact Center Assessment involves the following workstreams:

1. Business Requirements Discovery
2. Current State Discovery
3. Interviews and Observations – at headquarters and designated call centers (see discussion of work stream complexity)
4. Optional focus area work streams (see optional work stream areas discussed below)
5. Deliverable Preparation & First Presentation (end of fixed price engagement)
6. Deliverable Revisions, Follow-up discussions and Presentations (transition to time and materials engagement terms)
7. Project Management – planning, status reporting, scheduling

Optional Call Center Assessment Focus Areas

1. Workforce Management – examination of real-time workforce management, planning/scheduling, and forecasting
2. Routing and Queue Management – examination of network routing, pre-routing, skills based routing, voice/email/web/fax channels
3. Quality Monitoring - examination of call stats, monitoring, scoring, customer feedback & surveys
4. Infrastructure – examination of telecom, customer information systems, CTI, VoIP/IPT
5. Self Service - examination of IVR technology use

Complexity increases based on

1. Number of sites (geographic locations)
2. Number of business units/functional areas and distribution across sites
3. Number of agents per site and/or per business unit
4. Number of channels per agent (voice, email, web, fax, outbound)
5. Number of outsourcing partners involved
6. Enterprise call center vs. independent site architecture
7. Complexity of Architecture (thin client, IPT, remote agents)

One of the calculators available here, can be used for assessing your call center.