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 707 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 707 standard requirements:
- Customer Service What is the future of CRM with regards to Customer Service five years from now, What Technologies would affect it the most and what trends in Customer Service landscape would we see at that time?
- Why is it the case that crm sfa sales force automation and HR systems are moving to cloud while scm manufacturing financial packages or systems are not moving to cloud?
- Does the call center vendor need to provide information about its business continuity plan, or does this section apply only to providing dr/bc for the exchange system?
- Have you provided WFM training to other staff in your call center (e.g., managers, supervisors and/or team leaders who are not directly responsible for WFM)?
- What proportion of Customer Service calls chats could present day AI technology resolve without assistance in principle?
- What are some of the biggest forecasting and scheduling/staffing challenges you and your call center currently face?
- What is the average supervisor to Customer Service representative ratio for a fixed route call center?
- What training is provided to call center representatives before others are allowed to handle incoming calls?
- Would you say that your call center takes advantage of all the features of your automated WFM system?
- What is the best virtual hosted PBX platform to use for our phone Customer Service team?
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 707 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 6000 Call Center project requirements and success criteria:
Examples; 10 of the check box criteria:
- Responsibility Assignment Matrix: Those responsible for the establishment of budgets and assignment of resources for overhead performance?
- Procurement Management Plan: Is the Call Center project Sponsor clearly communicating the Business Case or rationale for why this Call Center project is needed?
- Probability and Impact Matrix: During Call Center project executing, a team member identifies a risk that is not in the risk register. What should you do?
- Risk Management Plan: Financial risk -can the organization afford to undertake the Call Center project?
- Initiating Process Group: How well did the chosen processes produce the expected results?
- Human Resource Management Plan: Are cause and effect determined for risks when others occur?
- Project Performance Report: To what degree can the team measure progress against specific goals?
- Probability and Impact Assessment: How carefully have the potential competitors been identified?
- Quality Audit: How does the organization know that its systems for meeting staff extracurricular learning support requirements are appropriately effective and constructive?
- Procurement Audit: Is the foreseen budget compared with similar Call Center projects or procurements yet realised (historical standards)?
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.