Contact Center Tools

CSAT Survey Template
Presented by CH Consulting Group

Do You Know Where You Stand?

CH Consulting Group believes in the power of feedback. Retail, healthcare and financial companies regularly send Customer Satisfaction Surveys out to their customer base. As a BPO, you should, too!  You can use our template to send to your clients so that you may fully understand how you are performing in their eyes.  When you download a free copy of our CSAT Survey Template, you get the following:

  • 10 mixed-format questions that help paint a picture of your performance
  • Survey that will give you ability to identify areas of opportunity
  • Survey that will allow you to leverage happy clients in your marketing efforts
  • Survey that will help you improve your organization as a whole

Download the CSAT Survey Template here

Sample Quality Assurance Guidelines & Scorecard
Presented by CH Consulting Group

What Does Quality Assurance Look Like for You?  

CH Consulting Group believes that quality assurance is one of the key components of a successful contact center. It is important to have clearly documented guidelines that are aligned with industry best practices.  When you download a free copy of our Sample QA Guidelines & Scorecard, you get the following:

  • List of industry best practices – see how your contact center compares!
  • Sample scoring criteria that you can use for your contact center
  • Sample QA Form/Scorecard

Download the Sample Quality Assurance Guidelines & Scorecard here

Customer Service Audit Checklist
Presented by CH Consulting Group

Are You Due for a Customer Service Audit? 

CH Consulting Group understands that providing an excellent customer experience starts with the service that you provide. Your contact center is often the voice of your brand and is considered the front-line when it comes to challenges and concerns that your customers are having. It’s important to never lose sight of your customer service goals and make sure that your call center is supporting your customers effectively and efficiently. To help get your wheels turning, we have created a Customer Service Audit Checklist. When you download a free copy of our Customer Service Audit Checklist, you get the following:

  • Checklist that embodies the People, Process & Technology components of your business as they relate to Customer Service in your call center
  • A foundation of questions you should be asking to assess your current call center operations
  • A preview of our strategic 360° View Assessment that we use with our clients

Download the Customer Service Audit Checklist here

Guide to Transforming the Customer Experience through the Agent Experience
Presented by CH Consulting Group

Are You Guilty of Missing this “Forgotten Piece” of the Customer Experience?

We have been featured in a recent edition of the prestigious Contact Center Pipeline magazine, an industry leading publication focused on driving business success through effective contact center direction and decisions. When you download a free copy of our article, you get the following:

  • Customer experience insights and a personal story from Christa Heibel, CEO and Owner of CH Consulting Group
  • FIVE actionable recommendations you can apply to your call center – these tips will help you TRANSFORM your customer experience by improving your agent experience
  • Access to more issues, articles white paper and other valuable content from Contact Center Pipeline

Download “The Forgotten Piece of the Customer Experience”

Sample Business Metrics Scorecard & KPI List
Presented by CH Consulting Group

Is Your Contact Center Tracking the Correct Key Performance Indicators?

When you download our free Sample Business Metrics Scorecard, you get the following right at your fingertips:

  • Comprehensive list of KPIs that are standard across most contact centers
  • RelevantKPIs that are integral to an omni-channel strategy and can be applied to inbound, outbound, e-mail, chat and social media
  • Sample Business Metrics Scorecard that provides you with an example of how a balanced scorecard should look like – compare it with the scorecard you have today!

Download Sample Business Metrics Scorecard & KPI List