Contact Center Maturity Assessment (CCMA)
Contact centers must add value. The definition of ‘value’ may differ between organizations, but always boils down to a combination of universally accepted indicators: KPI’s and financial ratio’s. Because of this indispensable ‘valuation’ , THoCC developed the Contact Center Maturity Assessment. A methodology to quantify and monitor the relationship between performance and added value, inspired by ITIL©
During the assessment all core processes (56) from the CCOM are evaluated: ‘to-be’ versus ‘as-is’. The gap between current and desired performance serves as a basis for improvement and training paths which, if so desired, can be implemented or supported by THoCC specialists The multivalence and experience of the THoCC consultants guarantee a proven rise value.
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