Apropos : A World First For Contact Centre Management : Issue 5 2008

From time to time, TeleConsultants comes across a new product or service that captures our attention because of the value it offers our customers. In this Apropos we highlight just such a product, a product that impressed us so much that we’ve become Certified Partners. And we are presenting the information now because there are serious savings for early purchasers.

Launched by Kiwi company, CustomerServicesAudit, (www.customerservicesaudit.com) Snapshotz is a revolutionary self-audit tool, developed specifically for the Customer Service environment. For the first time, contact centre management has an assessment process that is as rigorous and as consistent as any financial audit. Designed to be fully self-contained and self-assessed, it is available both as an online assessment tool and a hardcopy audit workbook.

In the past, managers wanting to know how well their contact centres were performing had to rely on tools such as mystery shopping, technology reviews and benchmarking: all good approaches that addressed different aspects. But there was no one approach that provided a consistent, repeatable, holistic view of what was happening. With Snapshotz all this changes. With a single tool, managers can now capture, assess and compare the complex and interactive facets of business processes, technology and people in the customer service environment. And because it's a single tool they can save time and money and still get a comprehensive overview of contact centre performance.

Snapshotz combines the consulting techniques and rigour of functional audits, especially financial audits, with contact centre specific processes. The methodology has been researched and tested across contact centres in both the private and public sectors.

Based on an online cloud computing/software as a service (SaaS) model, Snapshotz contains a comprehensive checklist of over 550 variables covering 8 main functional areas and divided into 29 subsections. The eight main areas are:

- Corporate Objectives / Business Processes
- Customer Relationship Management
- Health & Safety / Staff Wellbeing
- Contact Centre Structure
- Recruitment / Retention / Remuneration
- Training
- Internal Communications
- Operational Metrics

The Snapshotz Online option allows you to complete your assessment online and get immediate feedback from Snapshotz reports. The reports, generated when the compulsory modules are completed, enable a detailed review of the centre and identify specific areas to address.

For those who prefer it, Snapshotz is available as an offline self-audit workbook. Snapshotz is also a valuable tool for planning, reporting, risk management, and training.

Costs obviously depend on how you plan to use the Snapshotz tool but as a guide:
- A single Workbook is priced at $1100.00 GST inc, saving $148.00 off the introductory price
- Online Assessment is priced at $899. 00 GST inc, saving $100.00 off the introductory price
- One of each is priced at $1590.00 GST inc, saving $558.00 off the introductory price

Prices decrease for purchases of three or more of each product.

In the New Year, prices will move into US dollars. This makes these introductory and launch prices a very good deal indeed.

Take advantage of these special prices before you leave for the summer break. Talk to us now.

Contact CustomerServicesAudit..... Or talk to Grant Casci at TeleConsultants

TELECONSULTANTS AT YOUR SERVICE
As Certified Snapshotz Partners, TeleConsultants offers a full range of support, from ad-hoc assistance to full turnkey independent audits and other value-added services.

BASIC AD-HOC ASSISTANCE
Should you find yourself challenged by a particular area of the audit, TeleConsultants can assist, as and when you need. This means you have the flexibility to complete those Snapshotz sections you feel comfortable with, and still have expert assistance and mentoring for those areas that are more problematic.

AND IF YOU ARE PUSHED FOR TIME
We can complete the basic Snapshotz Audit for you as a turnkey solution. You provide the documentation as required and TeleConsultants provide the expertise to analyse and evaluate your environment, based on the Snapshotz audit tool. You also get the added benefit of having an independent auditor to ensure objectivity.

TAKING IT TO THE NEXT LEVEL
TeleConsultants can tailor the Snapshotz solution to include Premium Services such as:

- Workshops with Staff, Management and even Customers, to get feedback straight from the source
- Onsite observations of the environment, information flows, processes and bottlenecks
- Recommendations on how to address both the issues identified by the Snapshotz audit, and those raised in the workshops / observations.

Used on its own, Snapshotz is a powerful tool for any manager wanting to improve contact centre performance. Adding TeleConsultants to the process gives you the added value of our knowledge and experience.

Together, we make it easy for you to get an expert, independent and comprehensive review of your contact centre. The review gives you a picture of how well your centre is performing as well as valuable recommendations for fine-tuning.

Contact us now to find out just how easy Snapshotz and TeleConsultants can make it.

Find out more at Contact CustomerServicesAudit ..... Or talk to Grant Casci

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