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Few of our Audit Questions:
What's the call center for?
Will
it be used for post-sales service and support? If so, will the
same people be making both inbound and outbound calls?
Does
the location you've selected have a broad enough pool of people
to be able to staff your center for the next 5 years, even with
a 35% turnover rate?
What's
your training regimen, and how much is that going to add to the
cost of running the center?
What
kind of management structure will the center have, and what kind
of data and reporting will those managers need?
What
industry-specific needs does your center have?
What
alternate access channels does your center have to be equipped
for: e-mail, web, live-text, fax, or other?
What
do you expect for number of interactions?
What
do you expect for duration of time of those interactions?
What
hours and days of operation are you considering?
What
type of technology integration is being considered?
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