Products > HR Tools > Contact Center Effectiveness Survey
Based on three decades of performance research, the Contact Center Effectiveness Survey(CCES™) was designed in response to the often stated needs of HR professionals and senior call center executives who want to stay in touch with the "front-line" and understand what their people are thinking. It helps organizational leaders to effectively put their "finger on the pulse" of the contact center, moving their organizational development initiatives and HR strategies beyond "gut-feel" and making both more effective and more targeted by equipping leaders with real data.
A powerful and effective diagnostic tool, the CCES™ is customized to measure and track the success factors critical to your organization's unique goals and objectives. It helps executives identify the commitment level of their employees, their engagement and how well they are aligned with corporate goals.
Because the CCES™ is an on-line survey, it is accessible to everyone in the organization with access to the Internet. The instant, real-time, graphic report is easily interpreted and identifies trends that help leadership to understand the strengths and weaknesses of the organization.
Some of the world's leading call centers use the CCES™ to help build proactive, high performance cultures. This data driven validated assessment tool helps industry leaders to stay ahead of their competitors and become more agile by quickly uncovering strategic needs and addressing those needs within a matter of days rather than weeks or years.
The CCES™ gathers data on 14 mission critical factors which include:
- Organizational Culture
- Contact Center Culture
- Contact Center Relationship w/ Other Departments
- Customer Service Quality
- Accessibility of Customer Service
- Working Environment
- Quality of Management
- Quality of Labour Force
- Work Support Tools
- Performance Management
- Compensation and Career Growth
- Employee Self Worth
The CCES™ also allows management to identify and focus on key corporate strengths and growth opportunities in six broad categories, including:
Overall Alignment/ Effectiveness Index
Shows the degree of overall employee alignment within the organization.
Leadership /Management Assessment
This index summarizes the attitudes towards the leadership and management as well as the organization's approach to performance management.
This score reflects the perception of employees toward the quality standards of the organization in terms of people, product and process.
Corporate and Contact Center Culture
This index assesses a range of factors including the working environment and the associated elements that form the overall culture of the contact centre and the organization
This score is a reflection of the ability of the organization to retain and develop valuable contact center resources.
Attitudes Toward Survey
This factor assesses attitudes towards the study and whether or not the employees feel that the information will be utilized by the organization and the value the organization places on the individual input.
To address the core organizational competencies, strengths and growth opportunities presented in The CCES™ many of our clients chose to engage our contact center consulting team. Equipped with a full suite of tools proven effective in the development of a high performance cultures, our contact center services include:
The Contact Screen™: an on-line employee screening tool for recruiting call center staff.
The Contact Center PRO™: a validated assessment tool for employee recruiting and selection as well as a full range of personality profiles and selection tools for selecting sales people, recruiting for service positions and leadership roles, executive coaching and effective succession planning.
The Contact Center Simulator™: an on-line simulation of a "day-in-the -life" of a contact center employee that evaluates hard skills, sales skills, service skills and a range of competencies critical to performance, retention and results.
SMG Contacr Center clients include..
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