4 replies to this topic

[scaime]

Hi, Colleagues.

I'm looking for guidance on how to audit a service provider such as a call center that will manage my customer complaints, inquiries etc.  
I'm only familiar with brick and mortar GMP-type audits.  Can anyone provide an example audit for a call center/customer care center?

 

Thanks.

Susan

[TimG]

Sounds like you might be pioneering this approach. EXCITING!

What type of training do they undergo? How does their place in the complaint process relate to food safety?

[scaime]

Thank you for your reply.  In this digital age of purchasing meals and grocery foods online, it seems rather intuitive that this must be an activity that pre-exists, but perhaps you are right and I am pioneering this!

[pHruit]

Have you asked them how they audit/monitor their own performance? I think that's where I'd start.
Having had the misfortune to work in a call centre as an undergrad, my experience was that pretty much everything was measured and recorded. It's useful if you ever want to know how many standard deviations you are from the mean time taken to visit the bathroom, for example (wish I was joking), or whether it took you more or less time than expected from entering the building to signing in at your workstation. Obviously there is also a great deal of less facetious data tracked on call performance, resolution/success rates, random live monitoring of calls etc, much of which is captured automatically.

It might provide some ideas as to where to start, and with your more general auditing experience you may spot some gaps or areas where they can improve their own monitoring and do more of your work for you, whilst improving themselves.

 

[scaime]

Ah, measuring and recording. Reminiscent of my first days in industry a zillion years ago when I had to click a time clock.

I do have internal auditing as a function of my assessment.

Thanks for your input, pHruit.