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Active: Operational Assessment

Page One

Managing the contact center is hard. And with demanding customers, increasing competition, disconnected systems, and shrinking budgets – it’s only getting harder. In spite of these challenges, you and your team knows there is a better way to serve your customers. The question is – where do you start?

Our team of Six Sigma black belts developed this assessment to help you focus on what matters most to your customers. It will uncover your pain points, help you diagnose your current operations, and give you the tools you need to make things better and easier.

To take the assessment, rate your level of agreement with each of the following statements (1 being the lowest, 5 being the highest). Ready, go!

Customer experience

We know where the most painful failure points are in our customers’
journeys across every channel – voice, text, chat, face to face,
and across other partnering providers (if applicable).

	1	2	3	4	5
Do not agree	1	2	3	4	5	Strongly agree

We have accurate data to identify the quantifiable drivers of customer
satisfaction, loyalty, and retention and, when that changes, we are able
to act on this data to maintain or improve the customer experience.

	1	2	3	4	5
Do not agree	1	2	3	4	5	Strongly agree

Key Performance Indicators

All of our key performance metrics, like Customer Satisfaction (CSAT),
First Contact Resolution (FCR), Customer Effort, Retention, etc.,
are consistently meeting our goals.

	1	2	3	4	5
Do not agree	1	2	3	4	5	Strongly agree

Our reward systems (variable comp, scorecards) are
aligned to business outcomes like CSAT, FCR, customer effort,
retention, and lifetime customer value.

	1	2	3	4	5
Do not agree	1	2	3	4	5	Strongly agree

HIRING

Our hiring process includes testing for knowledge, skills, and
personality characteristics that reflect our brand, fit with our culture,
and can predict the probability of long term success.

	1	2	3	4	5
Do not agree	1	2	3	4	5	Strongly agree

TRAINING

Our training process includes simulated learning, digital
exercises with gamification, nesting, and one-to-one coaching
before we place associates into production.

	1	2	3	4	5
Do not agree	1	2	3	4	5	Strongly agree

WORKFORCE OPTIMIZATION

We have an automated workforce management system
and our employees are able to manage their work schedules
entirely through a mobile phone.

	1	2	3	4	5
Don not agree	1	2	3	4	5	Strongly agree

Quality assurance

We separate customer experience quality from compliance
when we evaluate associate performance.

	1	2	3	4	5
Do not agree	1	2	3	4	5	Strongly agree

Employee Engagement

We have a defined path for learning, development
and career advancement for all of our associates.

	1	2	3	4	5
Do not agree	1	2	3	4	5	Strongly agree

Process Improvement

10.

We have a process improvement team that uses data analytics
to identify and address root causes of operational issues.

	1	2	3	4	5
Do not agree	1	2	3	4	5	Strongly agree

Your Info

11.

First Name*

*This question is required.

12.

Last Name*

*This question is required.

13.

Company*

*This question is required.

14.

Business Email*

*This question is required. This question requires a valid email address.

*required