Assessing & Benchmarking
Is your contact centre truly world class?
Using internationally recognised assessment and benchmarking tools, Rod identifies the strengths and weaknesses of your operation, benchmarks it against thousands of global contact centres - and gives you a fully customised development plan.
Why assess, audit & benchmark?
If you’re not improving, you’re deteriorating.
“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 to every facet of the ecosystem, 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 - or is it truly ‘World Class’? Rod’s assessment methodologies and reports give you the answers, and a clear way forward.
A finely-tuned ecosystem
800+
Uniquely identifiable, measurable “moving parts” in any contact centre or CX delivery centre - and over 800 variable factors. To be effective and efficient, every element needs to work in harmony.
The maturity journey
Know where you stand. See where to go next.
- Independent, evidence-based assessment of your entire operation
- Benchmarking against thousands of contact centres worldwide
- Clear identification of strengths, weaknesses and risks
- A fully customised development plan to guide the way forward
Global methodology
Powered by Snapshotz
Rod Jones Consulting (Pty) Ltd represents Customer Services Audit Ltd, the New Zealand-based developers of Snapshotz - a globally recognised contact centre and CX assessment, auditing and benchmarking solution.
Case study
Ethiopian Airlines: Africa’s first certified ‘World Class’ CX contact centre.
In October 2021, following a robust audit and assessment using the globally recognised Snapshotz methodology, the Ethiopian Airlines Global Customer Interaction Centre in Addis Ababa was certified as Africa’s first ‘World Class’ contact centre.
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