Page 49 - HCS-CC

Key Qualifying Questions

Do you have a Contact Centre or any type of help desk?

 If No – Is customer experience and interaction an important aspect of your busness?
 If Yes - What is the number of agents servicing the calls? What are your main type of calls (Inbound or Outbound?) and do you

provide customer interaction other than voice?

Can your customers Email or Webchat?

 If No - Is Digital channel engagement something your organisation wants to grow?
 If Yes - Can they be handled by the same contact centre agents?

Do you have a CRM application?

 If No - Would it be useful to have contextual information when a caller rings the help desk?
 If Yes - Is it integrated to do screen pop so you can see customer details based on phone number

or account number?

Is reporting important to you and your business?

 If No – Wouldn’t you like to know your agent activity, their total number of working hours?, total number of
unanswered calls, time in each call, etc?

 If Yes – what reporting are you using? Are you able to export them? Can you create custom templates, etc?

Does your company deal with questions through social media?

 If No – Does your customer demographic suggest it would be useful to monitor social media
channels to be more proactive?

 If Yes - Is social media channels integrated with the contact centre?