Mercury “P6” Contact Centre Audit

Many Contact Centre managers and directors find themselves working in relative isolation. Peers in the management team, but outside of the contact centre, do not instinctively understand the challenges of contact centre operations. The Mercury P6 audit can help to raise the profile of issues within the wider business and the contact centre operation itself that are adversely affecting efficiency and performance.

The P6 audit looks at your contact centre operations from two different perspectives. The inside out view is achieved by sending an experienced consultant to the contact centre or centres for anything from one day to a week (depending on the size and number of the centres). Whilst on-site, they interview a wide range of staff (starting from the top down) and also request performance and efficiency data, copies of existing process materials and reports, along with other relevant information. Our consultant concentrates their activity on six key areas as follows:

  1. Purpose – What the contact centre is there to do?
  2. People – From recruitment, through training to development and retention
  3. Platforms – Telephony and desktop systems, plus other supporting technologies. Are they supporting or hindering the frontline teams?
  4. Processes – Do they support or hinder customer experiences and the purpose of the contact centre?
  5. Performance – Ranging from productivity to sales and service results, is the contact centre delivering?
  6. Physical Environment – Is the physical environment conducive to the purpose and providing an uplifting environment for the contact centre staff?

Whilst the internal audit is taking place, Mercury are also able to mystery shop the contact centre (or assess call recordings of customer calls), in order to measure the customer experiences being delivered on the front line.

Bringing these two data sets together in the creation of a final report and recommendations, Mercury are able to highlight both the positive elements and also the areas for improvement and management focus. Our final report can and should then be used to drive operational improvements.