The Contact Centre Operations Audit.
Reduce costs and improve customer experience, all at once, without downsizing or any capital investment.
Our signature program. We baseline what your operation actually spends, on the phones and off them, then assess the opportunities for both AI and Lean Six Sigma solutions to drive annual savings and customer-experience improvements.
We uncover tangible cost reductions and revenue growth across sales, service and admin departments, without the need for layoffs or any capital investment.
The audit now includes the AI roadmap: what to turn on and when, what each piece needs before it can work, and how to balance Lean Six Sigma with AI.
Typical results include 80%+ cost reductions through automation, and 200%+ ROI within one year of implementing Lean improvements. We have uncovered millions of dollars for clients since 1987.
What We Look At
20+ functional disciplines in your contact centre and the back office behind it, including:
How the Audit Runs
Un-intrusive, with immediate reporting. Interviews never run longer than 2 hours, and workshops never longer than 2.5.
Prepare
Reports and information gathered, SME interviews planned, kick-off meeting.
Current state
Data capture, a map of how the work flows, floor observation and shadowing, SME interviews, and tasks by role.
Future state
A brainstorm, roles re-mapped, and high-level process maps validated with your SMEs.
Analysis and quantification
Lean analysis of the workflow and admin tasks, and contact centre analysis: current and future time and cost, Erlang and metrics by interval and channel.
Recommendations and executive highlights
Categorized, prioritized, and rated for risk and difficulty, with a timeline for the benefits and an executive presentation.
Risk management
The impact on change management, risk management and project management.
An opportunity log runs the whole way through: every opportunity captured, categorized and prioritized.
What You Get
- A review of 20+ functional disciplines across people, process and technology
- Contact types, staffing, KPIs, systems, and how the disciplines depend on each other
- Contact and call flow, service metrics and Erlang C analysis
- Agent shadowing and contact review
- AI use-case opportunities and their ROI, and an AI roadmap
- Cost per contact by channel, as the baseline for future-state savings
- Every recommendation categorized and risk-rated, with a business case for the top five
- A final report with specific recommendations and estimated savings
Modular Pricing, Based on Scope
Start with the core audit, then add functional disciplines or deep dives, such as customer experience or sales optimization, at a low flat amount each. You pay only for the scope you choose.
Measurable, concrete results that cannot be disputed. Typical results are a minimum 200% ROI after 12 months of implementing our recommendations.
Want the audit scoped for your operation? Fifteen minutes is enough to know.