Call center audit

What is a call center audit?

A call center audit is a periodical assessment of established processes, workflows, procedures, and guidelines that agents need to follow in a contact center. Regular audits allow an organization to optimize the workforce for maximum efficiency and effectiveness.

How to plan and execute a call center audit

An effective audit requires thorough planning and execution. It can be done by: 

• Deciding a clear purpose and ultimate objective.
• Setting up timelines, milestones, and reviews.
• Ensuring the allocation of appropriate resources.
• Assigning sponsors and stakeholders for the audit for employees to take it seriously.
• Distributing appropriate call center form documents to concerned parties.
• Making sure that audit outcomes are aligned to the business needs.
• Collaborating with experts to review the call center audit report objectively.

Why is a call center audit important?

1. Performance improvement: The audit report can identify and fix flaws within the contact centers related to agent performance, process adherence, and more.
2. Improved customer experience: Customer experience in an organization is dependent on factors such as on-hold time, recorded line messages, first call resolution and more. Call audits report the issues in the backend processes directly affecting these metrics. Thus, significantly improving customer experience.
3. Helps achieve goals: Regular audits gauges whether the contact center will meet its target. In case of discrepancies, audit reports push to proactively introduce appropriate measures to realign the processes to achieve the set targets.
4. Resource allocation: Audit results identify improper resource management, that can be fixed with necessary changes.
5. Improvements to the training process: At the end of the audit, all the findings can be analyzed to introduce training improvements to improve agent performance.

Call center audits are important for contact centers to analyze, gauge and understand the flaws in the system. It directly improves KPIs and thus, CSAT and customer experience.