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Call Center Improvement Tool

Got the call center blues? Discover ways to fix key areas by taking any of our benchmark quizzes!

Improve Your Call Center Today!

Looking to fix a key area of your call center or back office operations? Maybe you want to benchmark performance of your in-house or outsourced center. Take the short quiz below for any area of concern and receive feedback and ideas for you to apply today.

As both a call center outsource and industry consulting team, GCS has real experience in all areas of contact center and back office operations. Our team has seen 1,000's of programs across multiple industries. We have pooled the "Best of" knowledge from our Subject Matter Experts in this helpful tool.

Whether you are planning to fix things yourself or looking for a team to help you improve your contact center, our quiz is a great place to start.

 

Training

What are the best methods, topics and timing to turn your agents into customer centric, subject matter experts?

Staffing

How can you approve success in finding the right staff? How do you keep them? Where can you save cost?

Quality Assurance

What is the best audit frequency? Where can AI help? What works for coaching? Who owns Continuous Improvement?

Disaster Avoidance

What are the best options? How do you effectively test the plan? Where can I save costs? But I only have one center.

Turnover

How do I keep my best agents? What reward systems are most effective? Can you fix a broken culture?

Customer Service

How can I develop more empathy in my staff? Why are my customer reviews so poor? What contact channels should I be using?

Meeting KPIs

What KPIs should I measure? How do I focus staff on key goals? How can we perform better? Where does self-service fit?

Financial Performance

How do I know if I am overpaying for my center? Where are the top areas to reduce cost? Can it be a profit center?

Operations Model

Is there a better center model for my company? How can I manage demand spikes? What channels should I use?

Technology

Do you have the right technology in your call center? Are you satisfied with your technical support? Is cloud-based technology used in your contact center?

Repair Your Center Performance Now ...

Put our team to work for you. Connect with one of our experts to put you on a course for success.

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