Auckland-based CustomerServicesAudit (CSA) has launched a self-audit tool for call centres, called Snapshotz.
“The introduction of the Snapshotz workbook and online tool is great
timing,” commented Deepak Selvaratnam, Director of
CustomerServicesAudit. “Centres are under pressure to perform - that’s
difficult to do when you have management measures that give you only
part of the story. With Snapshotz, managers can get the full picture of
the customer service environment in a consistent manner. It makes it
easier to plan and monitor improvements"
According to the CSA, Snapshotz enables managers to capture, assess
and compare the complex and interactive facets of business processes,
technology and people in the customer service environment. The tool was
developed over five years and is based on real-world experience in
customer services across different industries and countries. The
methodology has been researched and tested across inbound and outbound
call centres in both the private and public sectors.
Snapshotz is based on an online cloud computing/Software as a
Service (SaaS) model, with a checklist of over 550 variables, covering
eight main functional areas and divided into 29 subsections. The tool
allows companies to get immediate feedback from Snapshotz reports.
Snapshotz is also available as an offline self-audit workbook. The
Kiwi company expects Snapshotz to become an international industry
standard for measuring contact centre performance.