Operational & Performance Assessment is based on mapping standards and global best operating practices of the Contact Center industry that allow you to assess, and benchmark your processes and performances.
By our 3C-QoS you will be able to:
- Evaluate the operating mode of a Customer Interaction Center by proven standards of excellence.
- Assess the level of adherence to these standards with respect to the initial SLAs / KPIs of the project and conduct a gap analysis to original performance targets.
- Monitor and manage KPIs dynamically in relation to a continuous improvement strategy to achieve the service levels defined in each project.
- Determine the level of adherence to standard operating areas, namely:
- Human Resources
- Training and Development
- Quality Control