Call Center leaders seek PowerHouse collaboration and advice for a variety of reasons. They may be concerned that the business is not running optimally and that operational efficiency is lacking. They may have trouble maintaining a successful workforce management program, implementing quality initiatives, or yielding the desired customer experience. Some clients simply seek a “health check-up” to validate the effectiveness of current processes and procedures.
If you’ve experienced one or more of these challenges, PowerHouse can help identify the strengths and weaknesses of your Call Center practices. We offer comprehensive assessment services typically conducted within four areas: Leadership and Organization, Performance and People, Operations and Processes, Systems and Technology.
PowerHouse leverages its customized planning and data gathering tools to conduct onsite observations, interviews, and focus groups. These are carefully crafted to quickly yield the information needed to generate a complete and unbiased view of current operational practices. We make valuable use of our onsite time – talking with staff, assessing the efficiency of current technology, and scrutinizing daily processes around forecasting, reporting, and call handling.
An analysis of data gathering results includes mapping current practices against future goals and identifying gaps and mis-alignments.
The output? A Roadmap Document that translates the acquired information into a meaningful set of solutions accompanied by recommended initiatives, timeframes, and resource requirements.