Utility Company Call Center / Customer Contact Center Audit checklist

[WEHTTAM]

Hi All

We are a large utility company and have just changed call center partner. Has anyone ever carried out a quality system audit of a call centre.If so could they send me a copy of their audit checklist.
Types of calls include new connections, design,construction, siteworks, payments,maintenance, payments, emergency, leak management.

Much appreciated?!

[Randy]

In Reply to Parent Post by WEHTTAM

Hi All

We are a large utility company and have just changed call center partner. Has anyone ever carried out a quality system audit of a call centre.If so could they send me a copy of their audit checklist.
Types of calls include new connections, design,construction, siteworks, payments,maintenance, payments, emergency, leak management.

Much appreciated?!

Yep, for system registration and my checklist was the requirements of the Standard and the requirements of their own procedures.

If you use a pre-packaged, bland, programmed checklist you'll have nothing more than a tick-list that will have a tendency to lock auditors in and put blinders on them.

[WEHTTAM]

Thanks Randy

We have developed a lot of the scripts for the call center. But I was looking for a procedure/plan/protocol for auditing a call center.

Checklists are not perfect but they can be very useful if correctly thought out and specific. They are catalysts and can be changed as often as needed.

Thanks for your reply.

[Helmut Jilling]

In Reply to Parent Post by WEHTTAM

Thanks Randy

We have developed a lot of the scripts for the call center. But I was looking for a procedure/plan/protocol for auditing a call center.

Checklists are not perfect but they can be very useful if correctly thought out and specific. They are catalysts and can be changed as often as needed.

Thanks for your reply.

I would heed Randy's advice. If you use a 15 point checklist, most auditors will ask approximately 15 questions. That is not a process audit.

Good checklsists can help facilitate an audit, but it is unlikely you will get a "good checklist" from another company because that is not how good process based checklists are developed.

The best is a three step process:

Look at your metrics, and follow any audit trails related to metrics missing their targets.

Then, review the relevant flowcharts, procedures and work instructions, mark the significant steps, and make those your checklists. Follow the inputs and outputs.

Finally, review links to inputs and outputs from related processes. Are they effective? Are there bottlenecks in the process.

This is a much better process audit model than just asking questions from a list. Further, if auditors have even a little training in this model, they should be able to do pretty worthwhile internal audits.

PS: I have extensively audited call centers and fulfillment centers using this model. It worked very effectively for the company.

[WEHTTAM]

Thanks Helmut for your reply.

I understand what you mean but I don't necessarily agree although your method sounds good. My original terminology may have been a little unclear. I was basically looking for a procedure or a plan or a protocol.

Thanks again

[AndyN]

In Reply to Parent Post by WEHTTAM

Thanks Helmut for your reply.

I understand what you mean but I don't necessarily agree although your method sounds good. My original terminology may have been a little unclear. I was basically looking for a procedure or a plan or a protocol.

Thanks again

Wehttam: It's unlikely that anyone else's call center procedure will be much good to you - the chances that they run like the one you described in your OP is slim to none. Since most (experienced) people here would clearly distinguish between the type of documents you're looking for - procedure is different to a plan, plan different to protocol etc. it would be helpful if you could elaborate on exactly what you are seeking.

Originally, you wanted an audit checklist and current best practice is not to use 'canned' formats - for the reasons stated above. Are you intending to perform an audit? If so, then you'd be better off putting your own together by studying what the callcenter documentation says today. Randy, Helmut et el normally give great advice - we understand that you may not agree - but you run a risk of ignoring it!

Of course, if they don't have any documentation or formal systems, you're going to have a problem - which won't be helped by using someone else's checklist/procedure or any other documents...........sorry!

[WEHTTAM]

Thanks to all who contributed

[Hawa14]

I'm working as a call centre manager in a bank in which the call center agents are empowered to do maintenance activity, such as (temporary increasing credit card limits , reversing charges less than a certain amount , replacing lost and damaged cards ..etc)

I found it necessary to create an "internal auditor" position to monitor the above mentioned activities , report violation of implemented parameters of these activities and to have more control

I would appreciate if anyone can help me in creating a job description for that post or have a ready JD

Also I will be glad if some one can give me advise on how "internal auditors" work in call centers

Thanx, Hawa