CH Consulting Group kicks off all engagements with a comprehensive 360° View Assessment of your organization and its contact or call centers. This assessment uses a customer-centric approach that thoroughly reviews current people, processes and technology. It offers a holistic examination of important departments such as Operations, IT, WFM, Training and QA. If you are looking for a more focused assessment, check out our 360 Lite Assessment or Customer Experience Report Card for more information.
As the name suggests, CHCG’s 360° View Contact Center Assessment is used by companies that want to evaluate their operations from all vantage points through an impartial party. The main purpose of the assessment is to determine how we can leverage our experienced team and knowledge of industry best practices to optimize your current contact center environment. Our assessment includes, but is not limited to:
- Access to Project manager plus Operational and IT Subject Matter Experts in the CHCG network
- Weekly meetings with project updates and milestone management
- SWOT methodology which allows us with the necessary framework to identify strengths, weaknesses, opportunities and threats within your organization
- Remote and on-site discovery
- Baseline report of the current contact center environment
- Strategic roadmap for future state which includes our recommendations for your organization
- ROI modeling where necessary to illustrate potential ROI of specific recommendations
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