While technology and automated process can greatly improve the efficiency of a contact center they also pose the risk of violating consumer protection laws. To assess your level of risk, Rifle Marketing will review your online and call center consumer disclosures as well as any use of progressive or predictive automated phone calls, text messages, and voicemail messages.
Contact Center Audit
Combined experience managing in-house and outsourced Contact Centers, Rifle Marketing will provide an extensive audit of your Contact Center technology, compliance, processes, and protocols. Typically, this can be broken down into a few sections: compliance, training and performance, and opportunities. We learn about your business and Contact Center objectives before completing a full review of current metrics.
To determine your current benchmarks, a review of measurable metrics may include:
- Call / Email / Chat Volumes
- Available / Unavailable Times
- Abandoned Rates
- Average Wait Time
Along with reviewing your word tracks or scripts, we will analyze call recordings. Our comprehensive step by step audit gives us the insight of a customer's experience with your business.
Many clients rely on our strategies to increase their Contact Centers productivity and efficiency. Equipped with an understanding of your current Contact Center methodologies, we provide recommendations tailored to your business objectives. Rifle Marketing's unique sense of adaptability, confidence, and most importantly your business guidelines, are sure to be incorporated throughout each component of our evaluation of your Contact Center.