Rapid Call Center Training Assessments

Susan McDonald Osborn, Call Center Learning Strategist, will rapidly identify your center’s unique challenges by reviewing performance data and existing training materials, as well as by making a two-day on-site visit. Susan will quickly pinpoint areas for improvement through observation, interviews, and focus groups. The outputs of the rapid assessment are findings and recommendations, shared in a report and via a virtual presentation.

Learn the details...
Assessment activities typically include:

  • Interviews
    • Call Center Manager
    • Quality Assurance Manager
    • Training Manager
    • Human Resources Manager
  • Focus Groups
    • Experienced customer service representatives
    • New customer service representatives
    • Supervsors
    • Quality Assurance Monitors
  • Side-by-side
    • Experienced customer service representatives
    • New customer service representatives
  • Document Reviews
    • Existing training materials and job aids
    • Quality Program documentation
    • KPI reports
  • Assessment Report (approx. 20 pages)
    • Findings
    • Recommended strategies for improvement
  • Virtual Presentation to Project Sponsor/Call Center Leadership

Get our pricing...
$6,000
  • Assumes one center is visited for two full days.
  • Travel expenses are not included.

Contact Susan to schedule your assessment...
Susan McDonald Osborn: (703) 862-6195, smcdonaldosborn@laurusdesign.com