• What does the roadmap and timeline look like?
  • What is on the prioritized list of actions currently underway?
  • Is there a CSAT or NPS survey or both?
  • What is the NPS and/or CSAT score for today and daily for the past 90 days (review trend)?
  • How many surveys were received? Are we offering a CSAT survey to every contact?
  • How many DSATs were received and were all contacted for service recovery?
  • What CRM is used?
  • Is a dynamic KPI dashboard available?
    • What KPI are measured? What KPI would the C-Suite like to see hourly, daily, weekly?
  • What is the current AHT for contacts, by channel?
  • What is the ASA for each channel, by hour, by day? What is the goal?
  • Where are processes documented?
  • Please provide a copy of the worldwide roster of all team members (name, group, leader, role, etc.)
  • What is the current productivity rate of the entire team and each sub group?
  • What is the current and forecasted daily capacity of the team?
  • What is the current contact driver list (with totals)?
  • What is our quality score?
  • How many contacts were reviewed for this score?
  • How many contacts are received each day?
  • What is the daily and hourly forecast, by channel for the next 90 days?
  • What is the current channel mix?
  • For the BPOs, what was their productivity rate last week?
    • What was their agent turnover the past 60 days?
    • What are their quality scores? How many contacts were scored?
    • What are the current contractual terms?
    • What KPI are measured to hold them accountable?
  • What are revenues projected to be this year?
  • What is the total spend for CX the past 3 months?
  • What is the goal of spend/revenue?
  • Are we calling people when they cancel an appointment and or don’t order again?
    • What is the retention percentage? What is the goal?

World class differentiators

  • Do we survey each and every customer on the day of service to gather their feedback?
  • Do we follow up with each negative survey the same day?
  • Do we pull reporting on which customers don’t have a subsequent service with x days. For example 4-7 days, as this would indicate they were not satisfied.
  • Do we text or email customers before the service people arrive?
  • Do we offer a referral gift to existing customers?
  • Do we collect birthday information (not including year) to call or text them a birthday wish?