The call centre is from one of those businesses that always need to contact customers in real time.
That means that you need to be ten times more cautious when you are dealing with your operations.
However, with all this rush and haste, sometimes our call centre fails to meet the standards.
That’s the moment we need an audit immediately.
This is because audits will help you find out the issues in your call centre. Typically, they help you find out what is hindering your sales.
But how can a call centre audit be successful?
Is there any way to ensure that we get a positive outcome after an audit? Well, no worries, as today’s blog post is all about audits.
So sit back, relax, take your coffee mug, and keep reading the blog post right till the end to know more.
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What Is A Call Centre Audit?
As the name suggests, audit means checking all the intricacies and essentials to decide whether a business is working with a preset standard or not.
The call centre audit is just the same. Here, the auditors do a lot of tasks. Some of them are:
- Monitoring all the procedures
- Assessing the performance of the employees and processes
- Checking if the workflow is maintaining the company regulations
- They also provide guidelines on how a call centre can improve its lead generation.
Why Do You Need A Call Centre Audit?
You simply need a call centre audit because, with an insightful audit, you can determine the gaps.
With an audit, you can bridge the gaps and perform to your ability.
The main steps in a call centre audit are:
- Determine the type of audit and carry it out
- Analyse the reports and situation
- Provide necessary suggestions and improvements
- Implement them
- Repeat the process
Audits not only help you improve your overall business. But they also help improve revenue generation and boost the morale of agents to deliver better. Audits often show you the big picture of where your business is currently standing.
And!
Getting a clear picture of your business will definitely help you stay alive in the competition.
7 Things To Ensure In a Call Centre Audit
1. Design Call Centre Audit Guidelines
- Before you start the audit, plan a roadmap.
- Set the parameters which you will be tracking.
- And yes, only planning isn’t enough. You should also set a time limit. This time-bound will remind you that you need to finish an audit of a certain department within a certain time.
2. Find A Trustworthy Auditor
- Not everyone has the critical thinking ability or the ability to determine and decide.
- Therefore, your call centre should go for an honest auditor or an audit team that is an expert in efficiently analysing your workflow.
3. Evaluate The Entire Call Center Performance
- In this case, the audit would need to analyse data such as average handle time and calls per agent.
- The auditor needs to look at whether the existing agents need more training in handling the operations.
- Here, the audit will also analyse whether they need to hire more employees.
4. Ensure The Internal Management Maintains Standard
- Find out if you have a messy workflow going on.
- Expose the flaws right away and take measures to refine the process.
- Typically, here, the auditors try to find a solution that can increase the speed of your call centre operations.
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5. Analyse Agent Performance Report
- To do an audit on this, first, find out who has a lower first-call resolution rate.
- That’s your agent who needs to work more on his skills.
- You can ask them to increase their skill with emotional intelligence. This might help them to increase their FCR.
- Also, you can ask them to edit their call scripts based on the needs of leads.
6. Get A Compliance Check
- If your call centre isn’t maintaining industry compliance, there is a high risk of your call centre getting penalised.
- Ensure that your agents are strictly maintaining the data security policy and customer information protection.
- No matter if it’s internal or external compliance, your audit should ensure that both are checked.
- Also, check if your agents are using any weak cold-calling scripts. If you find it, tell them to work on the template.
- You can also invest in audit software. Automation can help you minimise the workload and do the mundane work.
7. Track The Customer Experience Reports
- Check if your agents are handling the calls of your valuable customers.
- Deeply analyse the CSAT score and customer effort score. If you see anything that is faulty, then just try to find the root cause. Then think of improving your service.
- And it doesn’t end here. You should also organise the data you get during your audit procedure.
- This is going to help you make even better decisions.
FAQs
What Are The Key Factors For A Successful Call Centre?
Some notable key factors to consider for your call centre’s success are:
- Hire the most capable agents who have a passion for running a call centre
- Set the right objective
- Invest in the best tools
- Ensure consistent monitoring
- Monitor customer satisfaction rates regularly
How Do I Become A Successful Auditor?
You can follow the tips below to become a successful auditor:
- Get analysing and problem-solving skills
- Be detail-oriented
- Know the type of your audit properly
- Maintain integrity and an approachable nature
Wrapping Up: How Can A Call Centre Audit Be Successful
So there, you’ve got it all in today’s blog post on how a call centre audit can be successful.
As you saw, a successful audit needs some really effective planning and strategies.
And now we hope that with our extensive guide, you’ll be more confident in crafting your audits. Happy auditing!
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