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 CHECKLIST
This is a checklist Lauderbach Consulting Group uses when conducting a contact center assessment. If you are reviewing your own center using this list will provide you with a good starting point.

    Contact Center Review & Assessment Areas to be reviewed

  1. Facility/ Work Environment
    Work Stations
    Cluster Configuration
    Ergonomics

  2. Scope of Contact Center
    Customer Service
    Lead Generation
    Account Development / Management
    Field Sales Support
    Sales

  3. Center Staff
    Service Skills Level
    Sales Skills Level

  4. Training Program
    New Rep Training
    Ongoing Program Training
    Ongoing Skills Training
    Scripts / Presentation Guides

  5. Compensation
    Base Salary
    Incentive Plan

  6. Workflow
    Sales Process
    Follow-up / Fulfillment

  7. Sales / Marketing / Support Integration
    E-Mail
    Web
    Direct Mail

  8. Metrics
    Performance Standards & Goals
    Results Measurement
    Tracking & Reporting

  9. Supervision / Management

  10. Technology Computer Telephone