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NZ company launches contact centre audit tool

New Zealand company Customer Services Audit has a contact centre management software-as-a-service (SaaS) offering.

The solution, called Snapshotz, is an audit tool specifically designed for the customer services environment. It features a checklist of over 550 variables, covering eight main functional areas including business processes, customer relationship management, staff well-being, contact centre structure, recruitment and HR, training, internal communications and operational metrics.

Company director Deepak Selvaratnam said the tool was born out of his own frustration over many years as a customer services manager. Selvaratnam said the software makes it easy for customer services managers or senior management to go through a structured assessment process for the centre.