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| Call Center Depot Performance
Report |
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| Return to: | Services Page
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| Criteria |
Average Rating |
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Overall
Satisfaction
How satisfied the client was overall with the services
they received. |
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4.0 |
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Proficiency
How proficient the client
believes Call Center Depot was within the scope of the
services delivered. |
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4.4 |
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Responsiveness
How responsive Call
Center Depot was in meeting the client's needs and
desires. |
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3.9 |
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Results
How close the results of
the project came to the expectation set by Call Center
Depot. |
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3.9 |
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Cost
Performance
How well Call Center Depot did in meeting
projected costs, taking into account reasonable cost increases
caused by unforeseen circumstances. |
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3.1 |
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Schedule
Performance
How well Call Center Depot did in meeting
projected schedules taking into account reasonable extensions
caused by unforeseen circumstances. |
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3.0 |
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| Client Profiles |
| Client Industry: |
Sports and Entertainment |
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| Project
Duration: |
1 Month |
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| Services
Delivered: |
Assessment and recommendations for creating a
modern call center for the Accounts Payable and Payroll
departments. | |
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| Client Industry: |
Insurance |
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| Project
Duration: |
1 Month |
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| Services
Delivered: |
Call center audit and recommendations for
improvement for World Service Center.
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| Client Industry: |
Nonprofits |
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| Project
Duration: |
2 Months |
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| Services
Delivered: |
Call center audit and recommendations for
improvement for the TPM and the Customer Service
departments. |
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| Lessons
Learned: |
We quickly discovered that the project was much
broader in scope than we realized. We should have better
prepared our management team for the consultant's work.
We thought the consultants work would focus just on
technology issues. In reality, it covered the range from
human resources recruiting needs, training, management
practices, customer relations, technology, and employee
turnover. It would have helped had the consultants
better identified the scope of their proposed work, but
we do see that their approach was the correct one.
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| Client Industry: |
Insurance |
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| Project
Duration: |
1 Month |
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| Services
Delivered: |
Call center competitive benchmark audit and
recommendations for improvement.
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| These scores are
randomly displayed and do not correspond to the Client
Profiles section above. The most recent scores include the
ratings from the four most recent clients. |
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Client A |
Client B |
Client C |
Client D |
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| Overall Satisfaction: |
4.0 |
4.0 |
4.0 |
4.0 |
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| Cost: |
3.0 |
3.5 |
3.0 |
3.0 |
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| Schedule: |
3.0 |
3.0 |
3.0 |
3.0 |
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| Responsiveness: |
4.0 |
4.5 |
3.5 |
3.5 |
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| Proficiency: |
5.0 |
4.5 |
4.0 |
4.0 |
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| Results: |
4.0 |
4.0 |
3.5 |
4.0 | |
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Comprehensive Performance
Ratings:
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| Client A: |
The project
group that Call Center Depot assigned to the project
complemented one another. They were able to provide area's of
expertise in telecommunications and IS, customer service, and
operations. This allowed them to perform an adequate and
thorough audit. The preliminary discussions helped Call Center
Depot understand what our "end in mind" was for the scope of
the project. They were able to deliver the goods and kept us
well informed throughout the project. |
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| Client B: |
Jim Rembach did
a great job and we continue to view him as a valuable partner
as our operation continues to grow. |
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| Client C: |
Call Center
Depot was quite effective and efficient in their performance
of the consulting work. They worked professionally and held
appropriate regard for the uniqueness of our particular
service offering. They provided expertise and knowledge that
clearly helped our organization through a difficult
self-evaluation process. |
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| Client D: |
Very experienced
and knowledgeable. Call Center Depot us a very human approach.
Flexible and adaptable, when requested information was deemed
confidential. Everything went as promised. |
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