Contact Center Assessments

CONTACT CENTER ASSESSMENTS.

World Connection offers several contact center assessment packages that are designed to help our clients optimize their current inhouse or outsourced operations.  We are pleased to partner with SK Weston and Company to offer cost-effective and lasting solutions to improve performance, enhance the customer experience and help you realize a strong return on investment.

OUR GOALS.

  • Provide customer experience improvement models and helping you understand your competitive positioning
  • Optimize your workforce through performance management and quality assurance analytics
  • Help you hire the right people, train them and retain them effectively
  • Align your business strategy with best practices
  • Help select software vendors to improve your processes

ASSESESSMENT INFO BELOW

Rapid Assessment
4-6 weeks
$30,000
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  • Discovery

    (1) – 1 to 2 Hour Long Session

    Focus Areas

    • People – Recruiting, Coaching, Performance Management & HR
    • Process Overview
    • Technology - System Evaluations
    • Current State Overview

    Approach

    • Remote Data Collection & Analysis (most cost-effective approach)
    • Remote Touchpoints & Deliverables Readout

    Outcomes

    • Quickly Identified Focus Areas for Improvement
    • Using your own performance data, you will receive detailed data analysis with a tailored action plan
    • High-level Roadmap & Executive Level Cost Benefit Analysis




In-Depth Assessment
8-12 weeks
$60,000
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  • Discovery

    (2) – 1 to 2 Hour Long Sessions
    (1) – Internal Scope Review

    Focus Areas

    • People – Recruiting, Coaching, Performance Management & HR
    • Process Overview
    • Technology - System Evaluations
    • Current State Overview

    Approach

    • Mixed Remote & On-site Data Collection & Analysis
    • On-site Interviews
    • Side-by-side Working Sessions
    • Remote & On-site Touchpoints & Deliverables Readout

    Outcomes

    • Rapid Assessment
    • Identify Gaps & Opportunities at the sub-process level
    • Detailed Performance & Data Analysis
    • Detailed Roadmap Including Quick Hits & Strategic Initiatives Required to Increase Operational Maturity
    • BCP / DR Plan Review & Optimization
    • Comprehensive SOP Development
    • Multi-skill Assessment & Optimization