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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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