Contact Centre Assessments

Our wide-angle contact centre assessments look at the staff, processes, technologies, and procedures that make your contact centre operate. Through a series of on-site visits, combined with pre and post-visit assessments, we work with your team to uncover your centre’s strengths and weaknesses. 

From there, our team will provide practical recommendations and how they align with industry best practices, to help optimize and enhance the overall performance of your contact centre.

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Phases of Our Approach

Understand the People

Examine your recruiting, hiring, onboarding and training processes.

Understand the Process

Examine all processes that ‘touch’ the contact centre.

Understand Technology

Explore the technology currently used, and identify enhancements.

Understand Procedures

Examine how the centres are managed, the processes, and how analytics can enhance performance.

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