Benchmarking - Rod Jones
“I help decision-makers make good decisions about Call Centres and Contact Centres”

Why should you Assess, Audit and Benchmark your contact centre?

Putting it plainly: If you are not fully aware of the strengths and the weaknesses of your contact centre, and if you are not constantly making improvements and positive adjustments to every facet of the ecosystem that makes up the operation, then the certainty is that it will be constantly deteriorating.

Where is your contact centre positioned on its development journey?

Is it still in the early stages of development? Or is it truly ‘World Class’? 

My assessment methodologies will give you the answers, and a fully customised development plan to guide the way forward.

Your contact centre is a finely-tuned ecosystem.

Any contact centre or Cx delivery centre will have 750+ uniquely identifiable and measurable “moving parts” and over 800 variable factors. To be effective and efficient, all elements need to be in tune and working in harmony.

 

 Watch this 90-second video.

 

Using  internationally recognised Contact Centre Assessment and Benchmarking tools, we can clearly identify the strengths and the weaknesses of your operation and we can benchmark it against thousands of  other global contact centres.

Watch this 5-minute Video Workshop

What is a “World Class Contact Centre”?  Click the icon to see the detailed definition >>>>

WHY ASSESS, BENCHMARK & AUDIT YOUR CONTACT CENTRE?

• Know how good (or bad) your call centre or contact really centre is
• Know what’s driving performance
• Know your Skills Gaps
• Know what needs be done, by when and by whom
• Know what technologies are needed
• Know exactly what to budget for

WHAT YOU GET*
• An unbiased, independent and objective SWOT
• Reports. Strategic and Operational Findings & Recommendations
• Recommendations for “Quick Fixes”
• Remedial and Developmental Plans, Task & Action Lists.
Project Plans
• The benefit of 40 years of contact centre experience

* Depending on the assessment option chosen

WHY ASSESS, BENCHMARK & AUDIT YOUR CONTACT CENTRE?

• Know how good (or bad) your call centre or contact really centre is
• Know what’s driving performance
• Know your Skills Gaps
• Know what needs be done, by when and by whom
• Know what technologies are needed
• Know exactly what to budget for

WHAT YOU GET*
• An unbiased, independent and objective SWOT
• Reports. Strategic and Operational Findings & Recommendations
• Recommendations for “Quick Fixes”
• Remedial and Developmental Plans, Task & Action Lists.
Project Plans
• The benefit of 40 years of contact centre experience

* Depending on the assessment option chosen

LEVEL 1 – Dipstick. A high-level, 50 check-point, one-day, on-site assessment with an Executive Summary Report & Recommendations.

LEVEL 2- Intermediate. A thorough, 250 check-point,two-day, on-site assessment with an Executive Summary Report & Recommendations. PLUS! ‘Quick Fix’ Recommendations.

LEVEL 3 Comprehensive. An in-depth, 800+ check-point, 5-7 day assessment with Detailed Reports, Recommendations, Action Plans, Task List, Project Plan and International Benchmarking & Comparison Report. This option uses the internationally recognised SnapshotzOnline methodology and benchmarking tools. Click the Snapshotz logo for more information about the SnapshotzOnline methodology and tools.