Call Center Complete Self-Assessment

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This Instant-Access Self-Assessment Excel Dashboard and accompanying eBook is for managers, advisors, consultants, specialists, professionals and anyone interested in Call Center assessment.

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'Visualizing data will be critical to information driven decisions' - The Art of Service is a leader. Ease of use, flexibility, improved time to market for information decisions, user experience and adoption all contributed to a high ranking of the The Art of Service self assessment products. Pre-existing deployments and knowledge of The Art of Service was also a contributing factor in the decision.' - Technical Director in the Transportation Industry

'Great product ease of use for anyone to create visual and drill downs reports and deploy numerous Dash Boards in minutes. The team was able to formulate trends analysis that resulted in a clear path of actions for us. We were able to navigate beyond the obvious questions and answer the more complex questions will little effort. The product adoption was excellent resulting in a relative short ROI.' - Technical Solutions Senior Manager in the Finance Industry

What Is The Call Center Self-Assessment?

The Call Center Self-Assessment's Purpose is:

  • To help our clients to reduce their effort in the Call Center work they do to get their problem solved
  • To help our clients in ensuring that their plans of action include every Call Center task and that every Call Center outcome is in place
  • To help our clients not having to spend time investigating strategic and tactical options, therefore saving time and ensuring Call Center opportunity costs are low
  • To help our clients channel implementation direction instantly to deliver tailored Call Center advise with structured going-forward plans

All the tools you need to an in-depth Call Center Self-Assessment. Featuring 707 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Call Center improvements can be made.

What You Get:

The Call Center Complete Self-Assessment Excel Dashboard

  • Ensures you don't miss anything: 707 questions in 7 RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain) steps with easy and quick navigating and answering for 1 or up to 10 participants
  • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
  • Gives you a professional Dashboard to guide and perform a thorough Call Center Self-Assessment
  • Dynamically generated projects-ready RACI Matrix shows your organization exactly what to do next
  • Is secure: Ensures offline data protection of your Self-Assessment results

The Call Center Complete Self Assessment eBook version of the book in print

  • Provides a convenient way to distribute and share among the participants to prepare and discuss the Self-Assessment


In using the Self-Assessment you will be better able to:

  • Diagnose Call Center projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Call Center and process design strategies into practice according to best practice guidelines

Assess and define Call Center with this Call Center Self Assessment. Sample questions from the Complete, 707 Questions, Self-Assessment:

  • Recognize Question: Who is the main stakeholder, with ultimate responsibility for driving Call Center forward?
  • Define Question: What knowledge base products do mobile carriers use in their call centers?
  • Measure Question: How will the Call Center team and the organization measure complete success of Call Center?
  • Analyze Question: How can the value of Call Center be defined?
  • Improve Question: Does the call center vendor need to provide information about its business continuity plan, or does this section apply only to providing drbc for the exchange system?
  • Control Question: Are accountability and ownership for Call Center clearly defined?
  • Sustain Question: How many ne-dhhs call centers might the successful bidder need to transfer calls?

Value [to you] of the Call Center Self-Assessment

Excluding hired consultants and advisors from top management consulting firms, internal Call Center Self-Assessment work is typically undertaken by senior level positions with titles such as Enterprise Architect, Business Process Architects, Business Process Re-engineering Specialists and Business Architects.

Statistics according to Glassdoor and Indeed tell these positions receive an average basic pay of $125,000. Daily rates of basic pay are computed by dividing an employee's annual pay by 260 days. The daily salary is then derived by dividing the annual salary of $125,000 by 260 days = a daily rate of $480.

Top management consulting firms start at $2,000 a day, with rates typically charged up to 40 hours per week.

For the price of a fraction of this you can get complete peace of mind. Now.

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role… In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.

You are free to use the Self-Assessment contents in your presentations and documentation for internal end external use without asking us - we are here to help.

13 Reviews Hide Reviews Show Reviews

  • 5
    DAVID S. Director Organisational performance

    Posted by Unknown on 22nd Nov 2017

    Honestly - at the extremely low outlay - the capacity to accelerate your journey, increase productivity and be a more informed buyer (when combined with what actual business problems you are trying to solve) I would be extremely hard pressed to not undertake it.

  • 5
    I have gone through the array of your works and they are simply awesome! Great job you have been doing.

    Posted by Unknown on 22nd Nov 2017

    KENNETH O. MD/CEO, Emerging Media

  • 5
    Thanks for this; a lot of work has gone into developing and producing this, I am looking forward to using it in the coming weeks.

    Posted by Unknown on 22nd Nov 2017

    DR STEVEN.B. Head of Information Security & Assurance

  • 5
    The Self Assessment is deemed qualified, accurate and comprehensive as a Guidance that Incorporates the NIST Cybersecurity Framework.

    Posted by Unknown on 22nd Nov 2017

    U.S. DEPARTMENT OF COMMERCE, NATIONAL INSTITUTE OF STANDARDS AND TECHNOLOGY (NIST)

  • 5
    CARSTEN B. Experienced safety and quality enabler

    Posted by Unknown on 22nd Nov 2017

    So far I have only had time to browse it very superficially, but form that it looks very comprehensive and at the same time practical. As soon as I find time I will do a short item on it on my literature pages and point risk management professionals in your direction. Have a great day, and all the best!!

  • 5
    Awesome!!!!!!

    Posted by Unknown on 22nd Nov 2017

    JOHN G. Principal Consultant

  • 5
    Thank you, this is perfect - I will certainly be recommending Self Assessment dashboards to all - I can not wait to tell my colleagues on Monday.

    Posted by Unknown on 22nd Nov 2017

    MEL F. Change Management Professional

  • 5
    Thank you, these are great!

    Posted by Unknown on 22nd Nov 2017

    NATALIE F. Healthcare Information Technology Consultant

  • 5
    I have been looking at the document, and it is quite extensive.

    Posted by Unknown on 22nd Nov 2017

    PENGILLY W. Director IT & Logistics at a leading University