Call Center ReviewProject #2000-04Page 1 of 5Audit Program

Given the audit supervisor's approval, steps may be added or deleted from the program after
thecompletion of the audit preparation steps.
SUPERVISOR SIGNATURE:
Audit Objectives:
1.Determine if the call center has a process for establishing and measuring goals and objectives.
2.Evaluate call center reports provided to management.
3.Evaluate the planning and management processes used in call center operations.
4.Note any efficiency and effectiveness issues that are encountered during the review.
Obj.
StepDone ByWP Ref.
Audit Preparation
1)
Determine if any previous deficiencies were noted by management prior to the audit and if they have
been resolved.
2)Gain an understanding of call center management in general.
3)Review any documented procedures or written procedures related tothe call center operations.
4)Review copies of all forms used in call center processes.
5)Review job descriptions of all individuals involved in the process.Indicate any areas of possible
duplication of effort, of duties listedwhich are inconsistent with procedures told to auditor, of
insufficient segregation of duties, etc.
6)Document, with narrative or flowchart, procedures performed in thecall center.
Management Objectives
Done ByWP Ref.
(1)(3)
1)
Discuss the establishment and measurement of goals and objectiveswith the call center manager.
Determine if the process includes theestablishment of objectives, measurement of results, analysis of
information collected, and revision of objectives if necessary.
(1)
2)Obtain recent call center reports that were provided to management.Evaluate the reliability,
relevance, completeness and timeliness of the reports.
(1) (3)
3)Evaluate the process for determining service level.
(3)
4)Evaluate the method of forecasting call load.
(3)
5)Evaluate the method of calculating base staff requirements.
(3)
6)Evaluate the calculation to account for staff shrinkage due to breaks,lunch, other duties, etc.

















Call Center ReviewProject #2000-04Page 2 of 5Audit Program
Obj.
StepDone ByWP Ref.
(3)
7)Gain an understanding of how schedules are created and determineany efficiency/effectiveness issues
relating to the process.
(3)
8)Determine if costs for the current service level have been calculatedand compared to costs of
higher and lower levels of service.
(1,2)
9)Determine the level of training offered to call center employees.
(2)
10)
Gain an understanding of the capabilities of the Automated CallDistribution (ACD) system. Evaluate
ERS's use of ACD capabilities.
(2)
11)Determine if an acceptable level of abandoned calls has beenestablished. If so, determine
how abandoned call rates are monitoredand what actions are taken if abandoned calls are too high.
Monitoring Systems
Done ByWP Ref.
(1,2)
1)
What feedback or reports and skill assessment capabilities areutilized?
(1, 2, 34)
2)How is data collected for performance and are there commonstandards of performance? Are any
standards benchmarked andreported to management? Does management know what servicelevels are
not being met?
( 2)
3)Is any historical data used (i.e., number of calls per month, time of year, types of calls, minutes
allocated per call, etc?
(1, 2, 34)
4)How is the call center data and local hotel property data monitoredand controlled? What call center
software is used and how doesmanagement monitor performance, versions, etc.?
(1, 2, 34)
5)Is there a call center queue (callers on hold)? How many callers can be placed on hold? How is the
queue monitored? How is queueadministrated (callers versus workers, what is tolerance level of callers,
sorted by dollars spent, frequent customer or member, etc?
(1, 2)
6)What type of reader board is used? Is the reader board software basedof manual? What is the refresh
rate of the reader board?
(1, 2)
7)
Are skills based routing used? If so, how are calls routed?
Order Processing
Done ByWP Ref.
(1, 2, 34)
1)How is backend and front end systems integration handled?
(1, 2, 34)
2)Can call records be used by the employees throughout theorganization? How is privacy
controlled? How does customer historyappear? How is information shared or used by local property?