I conduct detailed audits of both captive and outsourced call centres. Most of work is auditing outsourced call centres and these range in length from a basic 3 day audit through to 6 months. The audit covers a whole range of areas including general operational, performance management, compliance, data protection & security, relationship and financial. I have completed over 50 audits in The UK, India & The Philippines. The audits are completed with a final report of status and recommendations but for larger audits, there are also intermediary reports. I also implement agreed changes which are highlighted throughout the audit where required. Most of my audits are completed for the clients of outsourced call centres but I also work for outsourced vendors to do "pre-audits" which I do prior to a client review to enable them to have an independent viewpoint.
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