Assess Your Contact Centre Maturity Now
Four‑Dimensional CCaaS Maturity Assessment.
Benchmark your strategy, people, processes, and technology with Exponential‑e’s expert-led assessment. Gain clear insights into strengths and gaps, plus a practical roadmap to elevate performance, agent experience, and customer outcomes.
Transform Your Collaboration
Elevate Contact Centre Excellence: Expert Consultation & Insights for Success
Our Contact Centre Maturity Assessment is intended for organisations who are ready to make the contact centre a critical part of customer contact strategies that supports service excellence at all levels.
This Assessment is a multi-faceted process, utilising one-to-one consultations, surveys, and three one-day workshops - all conducted by our own experts. This entire technical assessment is bespoke to your organisation and your teams, ensuring the desired insights can be achieved as quickly as possible, with minimal disruption.
These findings will be collated and analysed in-depth to establish your overall maturity rating. All findings will be collated in a comprehensive, easy-to-navigate report, setting out the next steps. If further support is required around specific areas, our experts will be on hand to advise further.
Develop a deeper understanding of these seven key areas:
Business intelligence and analytics.
Implement real-time analysis of every customer interaction, to establish a culture on non-stop improvement.
Organisation, structure, strategy, and brand.
Establish the contact centre’s role within your organisation and ensure it is aligned with your long-term business goals.
Automation.
Streamline routine operations and ensure a seamless flow of data, freeing agents to focus on your customers.
Contact centre practices.
Understand industry best practices and ensure they are followed throughout every stage of the customer journey.
Collaboration.
Keep people at the centre of everything, ensuring agents are able to effortlessly combine their expertise to deliver successful outcomes.
Team agility.
Develop and agile strategy that allows you to navigate changes in the landscape, and ensure agents are always prepared to manage the most challenging, unexpected cases.
Architecture and design.
Develop an underlying technology infrastructure that actively supports every aspect of customer service excellence.
A truly bespoke approach to achieving
better customer service through expert insights
The Contact Centre Maturity Assessment was created to make our full range of customer service expertise readily accessible
in a way that delivers the greatest possible benefits, regardless of which sector you operate in, and the size of your contact centre. Our experts work closely with your own teams to design and deliver an assessment process that not only minimises disruption to your daily processes, but ensures the final report not only provides a clear breakdown of where you currently are in terms of your contact centre maturity, but provides a clear, actionable roadmap to bring you where you want to be.
A comprehensive assessment to help you identify and act upon areas for improvement across your contact centre operation, covering everything from best practice, to communication and collaboration, long-term strategy, branding, and automation – all delivered by our own contact centre specialists.
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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