Webinar Analysis | Customer Service Delivery Platform

Call Center and Dispatch Process Analysis

This analysis is designed to help you determine the "Business Readiness" of your CRM & ERP in supporting your Call Center and Dispatch processes. For each question below, rate your Business Readiness 1 to 5.

1-Poor: I need a lot of improvement.
2-Needs Improvement: Implemented new systems but still not realizing the results I want.
3-OK: I am reasonably satisfied with my call center and dispatch processes but they could be better.
4-Good: I am realizing the desired business results and on my way to Business Ready.
5-Excellent: I am Business Ready.

Question	Rating
1. My CRM and ERP solutions are in place and I am satisfied with their support of my service and support operation.	1 2 3 4 5
2. My call center and dispatch processes enable me to have the right materials and/or skilled technicians to solve the issues that I am contracted to solve for them.	1 2 3 4 5
3. I am satisfied with your dispatch process and find that I dont have to dispatch a service technician multiple times to a client to resolve their issue.	1 2 3 4 5
4. I am confident in my dispatch service entitlement systems and that I am getting paid for the work I perform.	1 2 3 4 5
5. My call center and dispatch Q5 is aligned to my clients service requirements.	1 2 3 4 5
6. I am satisfied the way my call center and dispatch systems are working across multiple Q6 systems with little or no problems.	1 2 3 4 5
7. I know my call center and dispatch systems are enabling me to reduce service delivery and warranty support costs while improving customer service.	1 2 3 4 5
Total:

OK, how Business Ready are you? Tally up your score and see how you did.

If you scored at least a 21, then you are OK, but may still need improvement to get to Business Ready!

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News & Events

View a recording of our archived webinar with TSIA: Take Your Service Operation from OK to Very Good: Best Practices in Business Process Mapping.

Read how CSI achieved an ROI of 100% over investment using CSDP's SRM Solution.

Learn about Service Revenue Trends in TSIA's Service Revenue Trends Research Report.

Read our article about the benefits of "A Single View of Customers and Service Operations" published in Field Technologies Magazine.

View a recording of our archived webinar with Field Technologies Magazine:

(Field) Servicing At The Speed Of Change: 3 Keys To Successfully Conquering Ever-Changing Business Requirements.

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