Call Center Toolkit

Downloadable Resources, Instant Access

Oversee outsource Call Center vendor performance, build and maintain collections Vendor Relationships, communicate service level goals and Performance Expectations, and manage resources to achieve desired business results.

More Uses of the Call Center Toolkit:

  • Identify trends or Process Improvements to gain Call Center efficiencies and Quality Assurance concerns.

  • Ensure you manage; build and demonstrate rapport with Call Center agents and Supervisors, supporting a Team Environment.

  • Devise: quality training programs that equip you with the skills and knowledge to grow professionally.

  • Be innovate and communicate ways and means to increase efficiencies in your performance, procedures and systems.

  • Prepare timely daily, weekly and monthly performance reports to Call Center management team.

  • Make sure that your venture coordinates appropriate staffing allocation and availability of Call Center staff in order to achieve service level objectives.

  • Achieve Performance Targets and standards relating to productivity, adherence, turnaround time and quality.

  • Provide advice and training on technical aspects of technical architecture, systems and solutions related to Call Center and telephony technologies.

  • Manage work with center Workforce Management team to oversee the end to end Workforce Management operations across internal and vendor Call Center collections operations.

  • Manage: continuously monitors the status of systems and the condition of maintenance throughout the facility.

  • Be certain that your planning maintains and improves Call Center operations by monitoring system performance; identifying and resolving problems; managing system and Process Improvement.

  • Develop, lead and execute operational preparation focused on Disaster Recovery and Contingency Planning that proactively maintains all Call Center activities and client/member care in the event of business disruption.

  • Engage with and partner with Call Center leaders of all levels to facilitate the development short and long term plans for Strategy Execution.

  • Ensure your operation interacts professionally and in a calm manner with callers to acquire necessary information.

  • Be certain that your venture provides timely feedback to your organization regarding service failures or customer concerns.

  • Create onboarding plan for new hires and act as training liaison for all Call Center development, training, and continuous education opportunities.

  • Serve as a resource regarding the reporting of Call Center efficiencies, team and individual Statistical Analysis, and Process Improvement.

  • Ensure the operation and delivery of an efficient and effective Service Desk, Call Center, and Technical Support function.

  • Assure your organization prepares Call Center performance reports by collecting, analyzing, and summarizing data and trends.

  • Confirm your organization participates with and contributes to projects related to deposit, digital channels, and payments that are supported by Call Center/Customer Care teams.

  • Warrant that your group performs Data Analysis, trending, and prepares hourly, daily and monthly Call Center performance reports and or Dashboards.

  • Manage: payroll, employee data administration, Customer Service, Call Center, Vendor Management, etc.

  • Be accountable for monitoring, analyzing and reviewing Retail Operations Call Center vendor quality and Performance Metrics.

  • Be certain that your enterprise provides information and instructions to the caller depending on the emergency circumstances.

  • Be accountable for maintaining Call Center database by entering information and documenting customer interaction.

  • Develop Call Center capabilities that achieve financial and transformational related goals.

  • Ensure you guide; recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the Customer Call Center.

  • Confirm your corporation complies; parts technical trainer to ensure proper system and product training is given to all parts team members, identifying opportunities for improvements.

  • Warrant that your strategy complies; designs Data Collection forms; collects and analyzes data to determine status of Call Center activities; develops procedures for addressing problems; participates in the implementation of new procedures.

  • Develop and administer Call Center policies governing scheduling, call handling, and Customer Service.


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 999 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 999 standard requirements:

  1. What are the minority interests and what amount of minority interests can be recognized?

  2. What are the essentials of internal Call Center management?

  3. What are your current levels and trends in key measures or indicators of workforce and leader development?

  4. What are predictive Call Center analytics?

  5. How do you spread information?

  6. Who approved the Call Center scope?

  7. Whom do you really need or want to serve?

  8. What does your signature ensure?

  9. What could cause you to change course?

  10. Which Call Center goals are the most important?

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. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Call Center project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Call Center Project Team have enough people to execute the Call Center project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Call Center project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

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

1.0 Initiating Process Group:

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



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.