What Is a Call Centre Audit? Related Articles How to Conduct a Skills Audit and Coaching Plan 6 Things You Can’t Ignore When Conducting a Audit Building a Customer Experience Audit 32 Call Centre KPIs That You Need to Track (And Why!) © Wright Studio - Shutterstock - 1914727888 214 Filed under - Definitions, Scorebuddy 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 Author: Robyn Coppell Published On: 11th May 2023 Read more about - Definitions, Scorebuddy Recommended Articles How to Conduct a Skills Audit and Coaching Plan 6 Things You Can’t Ignore When Conducting a Audit Building a Customer Experience Audit 32 Call Centre KPIs That You Need to Track (And Why!) Related Reports eBook: 9 Practical Ways to Use Generative AI for Contact Centers eBook: Improving Customer Experience and NPS Through Quality Assessment eBook: Understanding Call Center Quality Assurance Frameworks eBook: If Your Contact Center Uses Spreadsheets Read This Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter