Operational & Technology Audits
Fast, Expert Insights to Set You Up for Success
Whether you’re a new leader taking charge of a contact center or an organization looking to optimize performance, technology, and customer experience, an expert-led audit is the fastest way to get real clarity on what’s working, what’s not, and where you can make immediate improvements.
At ContactCenterPRO, we’ve conducted industry-recognized audits—including the JD Power and Associates audit that’s trusted by leading brands. We bring that same expert approach to your contact center, ensuring you get clear, unbiased recommendations that help you take action quickly.
Why Companies Choose a Contact Center Audit
Our audits cut through the noise and get straight to the insights you need to drive success.
🔹 1. A New Leader Needs to Quickly Assess the Contact Center
✔ Gain a clear snapshot of operations, technology, agent performance, and customer experience.
✔ Identify immediate areas for improvement without months of trial and error.
✔ Get an unbiased, expert perspective to validate decisions and set a strong foundation.
🔹 2. The Business is Growing and Needs to Scale Efficiently
✔ Ensure your technology, processes, and staffing model are ready for rapid growth.
✔ Identify bottlenecks, inefficiencies, and cost-saving opportunities.
✔ Compare your current setup against industry best practices to stay competitive.
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🔹 3. You Need to Justify Investments & Budget Decisions
✔ Get data-backed recommendations that support business cases for new technology, staffing, or process changes.
✔ Evaluate if your current systems and BPOs are delivering ROI—or if a switch is needed.
✔ Benchmark against leading industry standards to ensure you’re on track.
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🔹 4. You’re Struggling with Customer Experience & Agent Performance
✔ Identify gaps in service quality, training, and workforce management.
✔ Ensure AI, automation, and self-service tools are helping—not hurting—the customer experience.
✔ Provide leadership with clear, actionable steps to improve customer satisfaction, CSAT, and NPS scores.
What Our Audit Covers
We conduct a comprehensive, top-to-bottom analysis of your contact center, providing a clear roadmap for improvement.
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🔎 Operational & Performance Audit
✅ Agent performance & workforce management effectiveness
✅ Call handling, first-call resolution, and escalation processes
✅ QA, compliance, and regulatory adherence
✅ Service level metrics, KPIs, and customer experience impact
🔎 Technology & Infrastructure Audit
✅ CCaaS, UCaaS, WFM, AI, and CRM systems—capabilities vs. gaps
✅ Omnichannel functionality—voice, chat, email, and self-service effectiveness
✅ Integration with existing business tools and processes
✅ Scalability, future-readiness, and cost efficiency
🔎 Vendor & Outsourcing Audit
✅ BPO performance, SLAs, and cost-effectiveness
✅ Technology vendor contracts, pricing, and renewal opportunities
✅ Benchmarking against industry standards and competitors
✅ Recommendations for improvement, renegotiation, or vendor changes
What You Get from Our Audit
✔ A Clear, Unbiased Report – No fluff, just actionable insights you can use immediately.
✔ Expert Recommendations – We’ve designed industry-leading audit frameworks, and we bring that same methodology to your business.
✔ A Plan for What’s Next – Whether it’s tech upgrades, process improvements, or outsourcing changes, we guide you on the next steps.
Why ContactCenterPRO?
We’re not just consultants—we’re recognized industry leaders who have designed the JD Power and Associates audit framework that major enterprises use today.
✅ 30+ years of contact center expertise – We know exactly what to look for.
✅ Real-world, data-driven insights – We don’t just check boxes—we provide actionable strategies.
✅ Unbiased vendor & process evaluations – We have no agenda other than helping you succeed.
✅ We stay with you beyond the audit – If you need help implementing changes, we’re here to assist.