Has the direction changed at all during the course of Call centre? If so, when did it change and why? What are your key Call centre organizational performance measures, including key short and longer-term financial measures? What is the total cost related to deploying Call centre, including any consulting or professional services? Has the Call centre work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the work? Has everyone contributed? Does Call centre systematically track and analyze outcomes for accountability and quality improvement?

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.

This book is for managers, advisors, consultants, specialists, professionals and anyone interested in Call centre assessment.

All the tools you need to an in-depth Call centre Self-Assessment. Featuring 691 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Call centre improvements can be made.

In using the questions you will be better able to:

- diagnose Call centre projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices

- implement evidence-based best practice strategies aligned with overall goals

- integrate recent advances in Call centre and process design strategies into practice according to best practice guidelines

Using a Self-Assessment tool known as the Call centre Scorecard, you will develop a clear picture of which Call centre areas need attention.

Included with your purchase of the book is the Call centre Self-Assessment downloadable resource, which contains all questions and Self-Assessment areas of this book in a ready to use Excel dashboard, including the self-assessment, graphic insights, and project planning automation - all with examples to get you started with the assessment right away. Access instructions can be found in the book.

You are free to use the Self-Assessment contents in your presentations and materials for customers without asking us - we are here to help.