Deep Contact Centre Health Assessment
One-Day CCaProcess-Led Audit with Expert Recommendations.aS Value Assessment Workshop.
Uncover operational strengths and system gaps with our expert-led CCaaS health assessment - featuring workshops, live observations, and a strategic Playback Report to optimise your contact centre’s performance without disrupting day-to-day service.
Transform Your Collaboration
Transform your contact centre: In-depth Health Assessment
Our Contact Centre Health Assessment offers an in-depth exploration of a single contact centre’s processes and systems, focusing on the following key areas: planning, strategic, operational, and technical. Utilising a combination of online and in-person assessment techniques (including surveys, interviews, questionnaires, workshops, performance consulting and live observation), a team of consultants will undertake a deep dive into every area of your customer interactions and operational health, with our own customer service specialists conducting in-depth analysis of our findings to identify the way forward.
Their findings will be collated in a comprehensive report, analysing the entire operation’s strengths and weaknesses, with all areas classified according to people, process, and technology, along with the difficulty and potential business impact of any proposed changes. This can then form the bedrock of your customer contact strategy, supporting both immediate optimisations and a long-term culture of ongoing improvement.
A unique opportunity to optimise:
Your agent experience
Ensure your systems and processes support agents throughout every customer interaction, and the measures are in place to track their performance.
Your technical capabilities
Your underlying technology infrastructure should support your day-to-day operations - from micro- and macro-level tracking of performance, to streamlining the customer journey.
Your service level agreements
By optimising your response times, you are able to offer customers the most robust SLA’s, helping build your brand reputation.
Your security posture
Customers require complete confidence that their data will always remain secure, which makes a thorough analysis of your cyber security ecosystem and internal understanding of security best practice essential.
Our culture of customer service excellence
Customer service excellence underpins everything we do at Exponential-e - from the ongoing evolution of our solution portfolio to our relationships with our customers and technology partners. Our Contact Centre Health Assessment draws on more than twenty years developing processes to optimise the customer journey, and the digital innovations to intelligently streamline and automate this process, where appropriate. Applying this knowledge and experience to your own contact centre environment, helps you cultivate a customer-first culture, where people, processes, and technology come together to deliver ideal customer outcomes.
Our Technology Partners
Health Assessment
A deep dive into your contact centre operations, incorporating a range of online and on-site assessment tools, looking at all planning, strategic, operational, and technical aspects of your customer journey. These findings are delivered in a comprehensive report, providing you with a clear roadmap for achieving excellence in the contact centre.
Explore our Value Assessment document to uncover valuable insights, strategies, and actionable recommendations for optimizing your contact centre operations and delivering exceptional customer service at every touchpoint. Gain a deep understanding of the key drivers of success, identify areas for improvement, and harness the power of advanced technologies and best practices to drive customer satisfaction, agent productivity, and business growth.
Our commitment to delivering excellence
Rolling 3 month average. Industry average: 17
Our commitment to delivering excellence
The world’s first real-time NPS - part of our longstanding customer service promise.
Through our own customer service platform, our customers are able to give us feedback quickly and easily, with a click of a button. Our Customer Support teams are immediately notified of feedback so they can respond instantly, in order to quickly closing the loop on any feedback that is less than excellent.
Accreditations and Frameworks
Environmental Management
Certificate number: EMS 648194
Quality Management
Certificate number: FS 545046
Business Continuity Management
Certificate number: BCMS 6073420
SOC2 - Type 2 Compliance
A SOC2 - Type2 Compliance is an internal controls report capturing how a company safeguards customer data and how well those controls are operating. These reports are issued by independent third party auditors covering the principles of Security, Availability, Confidentiality, and Privacy.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
Energy Management
Certificate number: EMS 648194
Information Security Management
Certificate number: IS 545047
2017 Data Protection
Certificate number: PIMS 686040
Cyber Essentials Plus
Cyber Essentials is a Government-backed and industry supported scheme that helps businesses to protect themselves against the ever growing threat of cyber attacks.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
Cloud Security
Certificate number: STAR 6073412
Service Management
Certificate number: ITMS 562540
ISO 27001
Certificate number: IS545047
PCI DSS
The PCI DSS is a set of comprehensive requirements for enhancing Network security. It is a multifaceted security standard that includes requirements for: Security management, policies and procedures, network architecture and their critical protective measures. This comprehensive standard is intended to help organisations proactively protect its Network.
The CCA Global Standard
The CCA Global Standard is a globally-recognised accreditation that acknowledges excellence in organisations’ customer service strategies, in order to develop a high standard of customer experience across all sectors, all over the world. The assessment process looks closely at a number of areas, including managing the transition to new working models, agent wellbeing, monitoring and analytics, and the overall customer journey.
Environmental Management
Certificate: EMS 648194
Quality Management
Certificate: FS 545046
Cloud
Security
Certificate: STAR 6073412
2017 Data Protection
Certificate number: PIMS 686040
Energy Management
Certificate: EMS 648194
Information Security Management
Certificate: IS 545047
Business Continuity Management
Certificate: BCMS 6073420
Service Management
Certificate: ITMS 562540
ISO 27001
Certificate: IS545047
SOC2 - Type 2 Compliance
A SOC2 - Type2 Compliance is an internal controls report capturing how a company safeguards customer data and how well those controls are operating. These reports are issued by independent third party auditors covering the principles of Security, Availability, Confidentiality, and Privacy.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
Cyber Essentials Plus
Cyber Essentials is a Government-backed and industry supported scheme that helps businesses to protect themselves against the ever growing threat of cyber attacks.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
The CCA Global Standard
The CCA Global Standard is a globally-recognised accreditation that acknowledges excellence in organisations’ customer service strategies, in order to develop a high standard of customer experience across all sectors, all over the world. The assessment process looks closely at a number of areas, including managing the transition to new working models, agent wellbeing, monitoring and analytics, and the overall customer journey.
PCI DSS
The PCI DSS is a set of comprehensive requirements for enhancing Network security. It is a multifaceted security standard that includes requirements for: Security management, policies and procedures, network architecture and their critical protective measures. This comprehensive standard is intended to help organisations proactively protect its Network.
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GET IN TOUCH
Secure Your Contact Centre Today
Contact Sales: 0845 470 4001
Service & Support: 0800 130 3365
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Manchester Office
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