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Consulting  >  2-Day Needs Assessment

Why a needs assessment?
A periodic review of your call center is an effective way to ensure that complacency has not set in and that best practices have not turned into outdated practices. Having an objective viewpoint from an experienced third-party can prove invaluable.

Why CCT Group?
CCT Group has more than 15 years of call center experience, including managing call centers, recommending and implementing call center technology and consulting on customer service activities for numerous Fortune 100 companies. We often evaluate call centers vs. "World Class"/Best-in-Class service delivery standards.

What does the needs assessment include?
CCT Group's Two Day Needs Assessment Service is designed to provide a high level review that identifies strengths and weaknesses of your call center and provides useful, actionable ideas to improve service delivery.

What are the key areas of focus?
  • ACD Evaluation/CTI
  • Agent Service Delivery
  • Call Flow Management
  • Call Forecasting
  • Call Monitoring and Coaching
  • Call Reduction/Call Talk Time
  • Metrics/Reporting
  • One-Stop Service Delivery
  • Online Reference and Support Systems
  • Process Flows
  • Service Levels
  • Staff Training
  • VRU Evaluation/Offload
What are the key deliverables of the Needs Assessment?
The deliverables of the Two-Day Needs Assessment includes a written report incorporating the following:
  • An on-site review of your operation.
  • An analysis of your call center highlighting strengths and weaknesses.
  • A comparison of your goals versus actual experience and performance.
  • A detailed action plan identifying areas of improvement.
  • Recommendations for short term and long term initiatives.