Auckland-based Customer Services Audit last week launched its contact centre management software-as-a-service offering at an event attended by a dozen local government and private organisations.
Snapshotz, an audit tool specifically designed for the customer services environment, features a checklist of over 550 variables, covering eight main functional areas, divided into 29 subsections, says company director Deepak Selvaratnam. The main areas include business processes; customer relationship management; staff well-being; contact centre structure; recruitment and HR; training; internal communications and operational metrics, he says.
Snapshotz was initially a physical manual, developed by Selvaratnam and his business partner Vernon Lu over the last five years. Last year they got software developer Wu Feng onboard and he developed the .Net-based software, now offered as SaaS.
The tool was born out of Selvaratnam’s own frustration “over many years as a customer services manager”, he says. He just didn’t have the tools he needed to conduct end-to-end assessments, and he thinks this is the case for many contact centre managers out there. They are too busy running the day-to-day operations to find the time and resources necessary to conduct a structured audit of their centre, he says.
According to Selvaratnam, the software makes it easy for customer services managers or senior management to go through a structured assessment process for the centre. He says he is surprised at how few contact centres have a structured audit process in place, as the centres are a key area of the business.
Snapshotz is a planning and reporting tool, he says. Reports, which are generated when compulsory modules are completed, give a detailed review of the centre and identify areas that need to be addressed. The software gives a “snapshot” of how the contact centre is doing compared to industry benchmarks, he says. It is also useful for risk management and productivity measurement, as well as for finding opportunities, he says.
The company is currently in talks with a UK organisation that has over 800 call centres.
A “hidden jewel” in the SaaS offering is its community-of-interest component, says Lu. This is a Web 2.0-esque feature where groups with common interests, for example local government call centre managers, can get together and discuss issues that are relevant to their specific area.