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Employee
Engagement and Skills Audit
Best
Practice audits are flexible and designed around your needs. The
scale and scope may range from an observation of call quality to a
wide-ranging analysis of departmental or organisational service
processes.
A
typical audit will measure and make recommendations in one or more
of the following areas:
-
Employee
engagement
-
Call
quality & customer interaction
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Skills
& training needs analysis
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Leadership
styles and skills
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Stress
-
Team
functioning
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Service
quality and customer satisfaction
Our
consultants will work with you to agree the scope and objectives for
the audit. They will draw from a variety of audit methods and tools
to capture the required information. A full audit report and
recommendations will be
provided, based on a comprehensive analysis of the findings.
Employee
Engagement Fact Sheet
Behavioural
/ Personality Profiling Through
our BPS (British Psychological Society) qualified consultants, we
are able to implement rigorous personality and behavioural profiling
based on proven industry-leading diagnostic tools - providing an in-depth insight into individual areas of strength
and development needs. These
tools are approved by the BPS and may be completed either online or
through paper-based questionnaires. A
range of reports is available depending on the specific objectives
of the audit:
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Personality
profile
-
Strengths
and weaknesses
-
Training
and development needs
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Emotional
Intelligence (EI)
-
Customer
service/sales competencies
-
Management
style and competencies
Call
Quality Monitoring
The
CQI Call Quality Index is a powerful tool for Contact Centres and Helpdesks
to monitor and analyse the quality of each agent's telephone interactions.
CQI Call Quality Monitoring
Competency
Development
Best
Practice offers a full range of support to help you define and
implement
competency frameworks
– creating clear standards in behaviour and customer handling.
Competency Frameworks
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