Operational Assessment

40 years of best practice contact centre experience applied to a comprehensive operational review

The Praxidia Operational Assessment provides non-biased insight for executives by assessing how their operations are delivering business value and delivering their customer experience in accordance to their corporate strategy.

Praxidia’s assessment is used to identify, quantify, and prioritize improvement opportunities, delivering operational, organizational, financial, and customer experience improvements.

The assessment approach is proprietary and unique to the industry, with each bespoke project shaped to the specific requirements of the client’s business.

Assessments are performed by highly experienced contact centre subject matter experts specializing in technology, process, people, strategy, operations, operational risk and finance. Each of these areas is analyzed within the approach, with 34 specific sub areas spanning all disciplines within the customer service ecosystem.

All operational assessment findings and actionable insights are presented from an objective and non-biased perspective, with the sole intent of helping an organization be more successful with their contact center operations and customer interactions.

OPERATIONAL ASSESSMENT: 
IN A NUTSHELL

A comprehensive and objective assessment of the customer service environment, spanning strategy, process, people, technology, operations, risk and finance.

KEY BENEFITS

  • REDUCE OPERATIONAL COSTS
  • REDUCE CALL VOLUME
  • IMPROVE FCR
  • IMPROVE NPS / CSAT
  • IDENTIFY AND REDUCE RISKS
  • ENSURE SECURITY COMPLIANCE

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