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
- 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:
- How should the architect recommend that the hosted shared servers be provisioned to fulfill the virtualization requirements for the call center while keeping the impact to storage as low as possible?
- Do any of the dispatch centers that will receive calls by the call transfer method over private tie lines also want to have control of any optional features transferred with the call?
- How can businesses make the right decisions about which provider to select, what capabilities are needed, and how to plan for a successful telephony and/or call center deployment?
- How will the traditional channels of call centers and the field force evolve to meet expectations for customer service while supporting goals for stronger consumer engagement?
- Will the consultant be responsible for providing refreshments, snacks and the printed training material during the training and should it be allocated as part of the budget?
- Should certain customers get one product offer through your call center and should others get a different product offer through email that your overall profit is maximized?
- Is the deal principally predicated on achieving cost synergies through rationalizing branch networks or achieving economies of scale by merging back office operations?
- Is your organization prepared to set up a physical or virtual call center and/or online support center staffed by instructional support and IT staff?
- Is your contact center stuck in the last decade, measuring the same things you have always measured Ð service level, handle time, after call work?
- Are you also looking for creative and cost efficient ways to ensure the ongoing training of your call center front line associates and management?
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 999 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:
- Procurement Management Plan: Have stakeholder accountabilities & responsibilities been clearly defined?
- Source Selection Criteria: How can the methods of publicizing the buy be tailored to yield more effective price competition?
- Risk Audit: Do industry specialists and business risk auditors enhance audit reporting accuracy?
- Procurement Audit: Were the documents received scrutinised for completion and adherence to stated conditions before the tenders were evaluated?
- Initiating Process Group: Are the Call Center project team and stakeholders meeting regularly and using a meeting agenda and taking notes to accurately document what is being covered and what happened in the weekly meetings?
- Lessons Learned: How effective were Best Practices & Lessons Learned from prior Call Center projects utilized in this Call Center project?
- Schedule Management Plan: Are schedule performance measures defined including pre-set triggers for specific actions?
- Schedule Management Plan: Are procurement deliverables arriving on time and to specification?
- Requirements Management Plan: Are all the stakeholders ready for the transition into the user community?
- Assumption and Constraint Log: Has the approach and development strategy of the Call Center project been defined, documented and accepted by the appropriate stakeholders?
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
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.