Return to Home Page| Operations | |||
|---|---|---|---|
| Request Inquiry # | Question / Data Request | Information Collected | Comments/Notes |
| OP-001 | What reference aids are available to agents in addition to the desktop applications? What form do they take (binders, collection of hand-outs, roving support, etc.)? Where are these aids located (online, at workstation desk, team lead station, central location, etc.)? | ||
| OP-002 | How cross-functional are the customer service agents? How, and how often, are agents' cross-functional skills utilized (i.e. how, and how often, are agents reassigned to other customer service gates/functions)? | ||
| OP-003 | Describe the process for handling written (fax, letter, e-mail based) customer service requests. How is the handling of these requests prioritized? | ||
| OP-004 | Provide high-level description of the transaction flow process (by contact channel) | ||
| Staffing | |||
| Request Inquiry # | Question / Data Request | Information Collected | Comments/Notes |
| ST-001 | What is the organizational structure and nomenclature? (e.g., agents, representatives, team leads, supervisors, managers) | ||
| ST-002 | Please describe the methods and channels used for agent recruitment. What initial screening assessments are used? | ||
| Workforce Management | |||
| Request Inquiry # | Question / Data Request | Information Collected | Comments/Notes |
| WF-001 | What tools are utilized to support the workforce management effort (forecasting, work force management, etc.)? How well are those tools suited to the needs of the business? What issues does the business experience through its use of the tools? | ||
| WF-002 | Is skill-based routing utilized? If so, please describe. Outline what skills are routed on. | ||
| Training | |||
| Request Inquiry # | Question / Data Request | Information Collected | Comments/Notes |
| TR-001 | Describe the initial agent training in terms of the following: length/duration (by contact type). | ||
| TR-002 | Describe the transition process to move agents from initial training to live customer contacts. | ||
| Change Management | |||
| Request Inquiry # | Question / Data Request | Information Collected | Comments/Notes |
| CM-001 | Is information regarding legislation changes or other external events received far enough in advance to avoid adverse contact center impacts? Explain. Is information received complete? Explain. | ||
| Interactive Voice Response Unit (IVR) | |||
| Request Inquiry # | Question / Data Request | Information Collected | Comments/Notes |
| IV-001 | What self-service functions can be utilized with the IVR? | ||
| IV-002 | Is speech recognition functionality utilized for any of the IVR functions? If so, which ones and how is the speech recognition functionality used? How is the use of speech recognition functionality viewed by customers and members of the customer service group? | ||
| Customer Satisfaction | |||
| Request Inquiry # | Question / Data Request | Information Collected | Comments/Notes |
| CS-001 | Describe the method used to capture and measure customer satisfaction. List and describe any technologies used in this process. | ||
| Performance Management | |||
| Request Inquiry # | Question / Data Request | Information Collected | Comments/Notes |
| PM-001 | How is the call center's performance measured? Is there a “performance management” scorecard or quality scoring system/sheet? If so, please detail the system and/or provide available documentation. How often is the call center performance reviewed? Who is involved in the evaluation process and how are they involved? | ||
| PM-002 | Describe the call monitoring process (i.e., all calls recorded or a %, remote vs. side-by-side, etc.). How often is it conducted per agent? Are those responsible for conducting call monitoring meeting those monitoring requirements? Who are those responsible (Pearson staff and/ or EEOC personnel)? What tools are used to conduct call monitoring? Describe the calibration procedures. | ||
| PM-003 | Describe additional quality assurance practices. | ||
| PM-004 | Describe the agent coaching process and the documentation used. | ||
This page was last modified on July 13, 2006.