What Is a Call Centre Audit?

Audit concept with the words audit surrounded with business icons

Filed under - Definitions,

What Is a Call Centre Audit?

An audit is a way to measure your overall performance and determine whether or not your call centre is performing to the best of its ability.

A typical contact centre audit will assess processes, workflows, procedures, and guidelines to give a full overview of how effectively the centre is running and what gaps may exist.

At its most basic, a call centre audit is an opportunity to learn what you do well and what you could do better.

You carry out the audit, implement necessary changes, and repeat the process to determine the relative success or failure of these changes.

Audits can also be more specific, focusing on one team, department, or area. For example, a regulatory compliance audit may be useful if you’re concerned about mitigating risk in your organization.

Thanks to Scorebuddy

Published On: 11th May 2023
Read more about - Definitions,

Recommended Articles

A picture of a coach planning for a sports manoeuvre
How to Conduct a Skills Audit and Coaching Plan
CX and feedback concept on autumn leaves green, yellow & red
Building a Customer Experience Audit
The Best KPIs to Use in Your Call Centre
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.