Contact Centre Assesments
How Effective Is Your Service Center?
In today’s marketplace, retaining customers is as important or more important than finding new ones. It costs up to 10 times as much to build a new customer relationship than to keep an existing one. The Customer Service Professionals Network (CSPN) contact center assessment is designed to analyze and benchmark how well your contact center is performing against your customer needs and expectations. We measure key performance indicators against best in class organizations, with a focus on four key areas:
What We Do
We carry out a detailed audit through our systematic and proven method that includes consultations and meetings with the key players in your customer service organization. We talk to operations, HR, call center representatives, and the senior management team, engaging with anyone who can impact the customer experience to ensure a full 360 view. Our audit includes over 100 elements, covering areas such as training, strategy, quality, practices, and policies. We then compile all of this data, benchmark it against our annual survey, and provide a gap analysis with recommendations and action items to help you improve.
How It Works
Completion of this assessment includes a framed certificate, showcasing your achievement. Past participants include:
Contact Center of the Year
Completion of this program qualifies for the CSPN Contact Center of the Year Award, which is given to the company that best exemplifies a strong commitment to customer service.