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> CONTACT CENTRE
CONTACT CENTRE
Operational Readiness
Verify staffing levels for peak hours
Ensure all systems are operational and tested
Confirm availability of necessary tools and technology
Review current call scripts and FAQs for accuracy
Check equipment (headsets, computers, etc.) for functionality
Training and Development
Schedule regular training sessions for new hires
Update ongoing training materials for existing staff
Conduct role-playing exercises for customer interactions
Review policies and procedures with the team
Gather feedback from agents on training effectiveness
Quality Assurance
Establish metrics for call quality evaluation
Schedule regular call monitoring sessions
Provide constructive feedback to agents
Implement a system for tracking performance trends
Recognize and reward high-performing agents
Customer Experience
Review customer feedback and satisfaction surveys
Implement changes based on customer suggestions
Ensure follow-up procedures are in place for unresolved issues
Monitor average response and resolution times
Train agents on empathy and active listening skills
Reporting and Analysis
Generate daily/weekly performance reports
Analyze call volume trends and peak times
Review customer complaint statistics
Identify areas for improvement based on data
Share insights with the team for continuous improvement
Compliance and Security
Ensure all agents are trained on data protection policies
Conduct regular audits of customer interactions
Update compliance training as regulations change
Secure customer data in accordance with privacy laws
Review incident response plans and protocols
This structured approach helps maintain effective operations and enhances customer interactions within a contact centre.
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