Services - Performance Audits

KPI Group, Audit Example…

OVERALL SUMMARY	3.46	Passed
PHYSICAL APPEARANCE / ENVIRONMENT	4.38	Passed
SECURITY	3.75	Passed
TRAINING	3.43	Passed
REPRESENTATIVES	4.00	Passed
QUALITY ASSURANCE	2.80	Failed
SUPERVISION	3.50	Passed
SITE MANAGEMENT	3.86	Passed
COMPLIANCE / LICENSING	3.00	Passed
RECORDING / VERIFICATION PROCESS	2.20	Failed
CONTACT MANAGEMENT	3.00	Passed
DEMOGRAPHICS / HIRING	3.75	Passed

PHYSICAL APPEARANCE/ENVIRONMENT

1. Center Floor Neat/Free from Clutter/Clean
2. KPI Group / Client Prominent in Center
3. Lighting sufficient for quality work
4. Outside Environment / Location of Building
5. General demeanor/dress of staff
6. General demeanor/dress of Rep
7. Environment comfortable for Rep
8. Outstanding work recognized

SECURITY

1. All entries secured or attended
2. Badge or other Identification system used
3. Only necessary info displayed on screen
4. Scripts/Materials secured when not in use
5. Main systems under separate security
6. Paperless / penless environment?
7. Background screens during hiring
8. Rep confidentiality assured/on file

TRAINING

1. Training materials clear/professional
2. Sufficient training space
3. Sufficient training time for product
4. Trainer energetic and knowledgeable
5. Product tests on file/scored
6. Training tools (overheads, etc.) used
7. KPI/Client prominent in training room
8. Work environment simulated in training

REPRESENTATIVES

1. General caliber of average representative
2. Enthusiasm/Motivation/Energy
3. Prod Knowledge/Use of Features/Benefits
4. Ability/Confidence
5. General Courtesy/Professionalism
6. Script Adherence
7. Sales Quality (Not pushing cancel, etc.)
8. Performance (measured against goal)

QUALITY ASSURANCE

1. General caliber of average representative
2. Problem Identification Skills
3. Product Knowledge
4. Forms/Feedback useful in development
5. Frequency of Monitoring
6. Tenure/Experience of Staff
7. Importance of Quality in Center
8. General Demeanor/Enthusiasm

SUPERVISION

1. General caliber of average supervisor
2. Problem Identification Skills
3. Product Knowledge
4. Forms/Feedback useful in development
5. Frequency of Monitoring
6. Tenure/Experience of Staff
7. Team Size
8. General Demeanor/Enthusiasm

SITE MANAGEMENT

1. Knowledge of client's product
2. Focus on KPI/Clients in center
3. Knowledge of telemarketing
4. Tenure/Experience
5. Awareness of goals/performance of center
6. Management style
7. Level of involvement
8. General Demeanor/Enthusiasm

COMPLIANCE/LICENSING

1. Complies with TCPA / DNC
2. Do Not Solicit response available/followed
3. Complies with industry guidelines
4. Follows confirmation of sales verbatim
5. Agent Coverage for state(s) called
6. System in place to prevent lapsed licenses
7. Corporate Licenses in place for insurance
8. Follows/researches state TM laws
9. Background checks on employees

RECORDING/VERIFICATION

1. Technology used to record enrollments
2. Quantity of Sales Verified
3. Quantity of Sales Spot-Checked (re-verified)
4. Accuracy of verification process
5. Sales callback process
6. Reasons for held sales clear and correct
7. Amount of training verifiers receive
8. Speed of verification 100%-120%

CONTACT MANAGEMENT

1. Time Zone Mgmt
2. Abandon Rate/Wait Time Management
3. Agent Wrap Time
4. PM Shift/Saturday Calling Maximized
5. Maximum Attempts Managed
6. Management Knowledge of Dialer Mgmt
7. TSR Breaks/Lunches managed well
8. Overall contact strategy

DEMOGRAPHICS/HIRING

1. Population Base sufficient for phones
2. Wage above average for community
3. Agent Attrition
4. Composition of Reps suited to program
5. Interview process screens poor voice quality
6. Application/Interview/Hire in proper ratio
7. Benefits/Incentives attract good employees
8. General Recruiting/Interviewing Strategy

DOCUMENTS ATTACHED TO THE AUDIT FORM

1. Call Center Org Chart
2. Corporate Org Chart
3. Agency TCPA/DNS Policy
4. Assurant Training Materials
5. Quality Assurance Form / Procedures
6. Employee Benefits Summary
7. Technology Reports