On a scale of 1-10, with 10 being the best, how would you rate your call center's Operations Performance?
Would you rank Operations Performance as one of the top 3 areas needing improvement in your call center?
Which of the following areas of call center operations do you feel is underperforming your expectations?
What areas are currently key areas targeted for improvement?
Has the complexity of managing the vendor/in-house operations increased in the last three years.
Have you added new technology to assist the agents in the last two years?
Do you see your contact center strategy as a differentiator from the competition?
In the next 12 months, are you planning on hiring consultants or other SME to improve your call center performance?
Based on your score you could improve on this aspect of your call center. We’d love to have a conversation around specific ways you could improve.
Based on your score the operations model aspect of your call center is performing above industry standards. Try some of our other quizzes to see if there are any other aspects you need to improve on.