Internal audits

[marton19]

I have recently taken on a management position in a previously poorly managed call center. I would like to establish some internal audits to measure the efficiency of this call center. Can anyone advise me what are some audits I should look into and the audit tool for measurements?

[rmoore]

The first items that I would look at would be both schedule compliance and adherence.

[ranjanik]

To conduct audits, first get a fix on the processes that have degenerated/non-existent .Look at typically people, technology, infrastructure & financial.

Identify the essential processes that have to be put in place to ensure its functioning at optimum levels.
Always articulate the steps & put down metrics & measures for them.
Select, Train, empower the employees & ensure ownership.

set audit parameters & date. stick to them.analyse & put in place process improvement measures.

The most difficult thing you may have to do is change the work culture, this causes resentment so tread warily....Good Luck

This is very generic. I could help more if I had more specifics. Feel free to write to me with your queries - ranjani@thinkharbor.com

Ranjani