Call Center Toolkit

Save time, empower your teams and effectively upgrade your processes with access to this practical Call Center Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Call Center related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Call Center specific requirements:

STEP 1: Get your bearings

Start with...


• The latest quick edition of the Call Center Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.


Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…


• Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation


Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 994 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.

Examples; 10 of the 994 standard requirements:


1. Are callers required or allowed to connect with a message verification system or pre recorded message before connecting to a live operator, or must a live operator be the initial contact?
   
   

2. Does your platform include robust integrated systems, as logistics, returns management, accounting, marketing, merchandising, analytics, call center and customer management?
   
   

3. How does your organization provide reasonably decentralized or local customer service but, at the same time, make expert knowledge broadly accessible to customers?
   
   

4. What percentage of the current WFM staff held WFM roles in other departments of your organization or in other companies before being employed in your center?
   
   

5. Is it the intent that all real time reports, historical reports and dashboards be offered as part of the base call center pricing with no additional pricing?
   
   

6. Are compensating controls used when vulnerabilities cannot be patched, or does the provider accept the risk of using an unpatched system in production?
   
   

7. Is it the intent that all channels including voice, chat and email be offered as part of the base call center pricing with no additional pricing?
   
   

8. What specific measures does your organization undertake to solidify its relationships with staffing departments to ensure robust resource pools?
   
   

9. How does the CEO support security with a system of internal controls and security measures to ensure the privacy of your critical customer data?
   
   

10. When you think about service providers practices, what comes to mind first as an area that would benefit from improved use of technology?
    
    


Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:


• The workbook is the latest in-depth complete edition of the Call Center book in PDF containing 994 requirements, which criteria correspond to the criteria in...


Your Call Center self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:


• The Self-Assessment Excel Dashboard; with the Call Center Self-Assessment and Scorecard you will develop a clear picture of which Call Center areas need attention, which requirements you should focus on and who will be responsible for them:
  
  


• 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

• Is secure: Ensures offline data protection of your Self-Assessment results

• Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:



STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Call Center projects with the 62 implementation resources:


• 62 step-by-step Call Center Project Management Form Templates covering over 1500 Call Center project requirements and success criteria:


Examples; 10 of the check box criteria:


1. Team Performance Assessment: To what degree does the teams work approach provide opportunity for members to engage in fact-based problem solving?
   
   

2. Change Log: Should a more thorough impact analysis be conducted?
   
   

3. Responsibility Assignment Matrix: What cost control tool do many experts say is crucial to Call Center project management?
   
   

4. Procurement Audit: Are goods generally ordered and received in time to be used in the programs for which they were ordered?
   
   

5. Risk Management Plan: Was an original risk assessment/risk management plan completed?
   
   

6. Activity Duration Estimates: Are risks that are likely to affect the Call Center project identified and documented?
   
   

7. Quality Metrics: How do you communicate results and findings to upper management?
   
   

8. Lessons Learned: How well were your expectations met regarding the extent of your involvement in the Call Center project (effort, time commitments, etc.)?
   
   

9. Procurement Audit: In the set up of the system and in the award of contracts were only electronic means used?
   
   

10. Team Member Status Report: Do you have an Enterprise Call Center project Management Office (EPMO)?


 
Step-by-step and complete Call Center Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:


• 1.1 Call Center project Charter

• 1.2 Stakeholder Register

• 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:


• 2.1 Call Center project Management Plan

• 2.2 Scope Management Plan

• 2.3 Requirements Management Plan

• 2.4 Requirements Documentation

• 2.5 Requirements Traceability Matrix

• 2.6 Call Center project Scope Statement

• 2.7 Assumption and Constraint Log

• 2.8 Work Breakdown Structure

• 2.9 WBS Dictionary

• 2.10 Schedule Management Plan

• 2.11 Activity List

• 2.12 Activity Attributes

• 2.13 Milestone List

• 2.14 Network Diagram

• 2.15 Activity Resource Requirements

• 2.16 Resource Breakdown Structure

• 2.17 Activity Duration Estimates

• 2.18 Duration Estimating Worksheet

• 2.19 Call Center project Schedule

• 2.20 Cost Management Plan

• 2.21 Activity Cost Estimates

• 2.22 Cost Estimating Worksheet

• 2.23 Cost Baseline

• 2.24 Quality Management Plan

• 2.25 Quality Metrics

• 2.26 Process Improvement Plan

• 2.27 Responsibility Assignment Matrix

• 2.28 Roles and Responsibilities

• 2.29 Human Resource Management Plan

• 2.30 Communications Management Plan

• 2.31 Risk Management Plan

• 2.32 Risk Register

• 2.33 Probability and Impact Assessment

• 2.34 Probability and Impact Matrix

• 2.35 Risk Data Sheet

• 2.36 Procurement Management Plan

• 2.37 Source Selection Criteria

• 2.38 Stakeholder Management Plan

• 2.39 Change Management Plan


3.0 Executing Process Group:


• 3.1 Team Member Status Report

• 3.2 Change Request

• 3.3 Change Log

• 3.4 Decision Log

• 3.5 Quality Audit

• 3.6 Team Directory

• 3.7 Team Operating Agreement

• 3.8 Team Performance Assessment

• 3.9 Team Member Performance Assessment

• 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:


• 4.1 Call Center project Performance Report

• 4.2 Variance Analysis

• 4.3 Earned Value Status

• 4.4 Risk Audit

• 4.5 Contractor Status Report

• 4.6 Formal Acceptance


5.0 Closing Process Group:


• 5.1 Procurement Audit

• 5.2 Contract Close-Out

• 5.3 Call Center project or Phase Close-Out

• 5.4 Lessons Learned


Results

With this Three Step process you will have all the tools you need for any Call Center project with this in-depth Call Center Toolkit.

In using the Toolkit 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 put process design strategies into practice according to best practice guidelines


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?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Call Center investments work better.

This Call Center All-Inclusive Toolkit enables You to be that person.

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.