What is the Customized Call Center Evaluation Program? This program evaluates the level of service provided by call center representatives to the audience they serve: your customers. The program is an external measurement that enables firms to understand strengths and weaknesses within their call center model as well as prioritize and make improvements/adjustments to the service being delivered to customers.

Dalbar randomly samples calls from your call center’s daily call activity and evaluates the interactions based on pre-determined criteria.

What are the Benefits of Participation in CCE?

• Maximum flexibility to build a program that suits your company’s specific needs
• Tools and measurements to help recognize and address strengths and weaknesses of your company’s call center
• Understanding of the competitive landscape and what it takes to set yourself apart
• Actionable feedback that supports training and coaching efforts
• Recommendations supported by proven call center best practices
• Tools for internal management to develop/enhance CSR’s performance reviews
• Criteria to develop incentive compensation based upon service quality observed

What is the cost?The cost is based on the scope of the specific engagement. A discussion with a Dalbar representative is required to in order to determine your company’s needs and to provide a proposal with a price quote.