CallCenterAuditProgram.docVIP

Contributed April 4, 2002 by Kevin Erway, kevin.erway@ CORPORATE AUDITING DEPARTMENT PROGRAM FOR: Call Center Narrative Done By/NotesWork Paper ReferencePLANNINGGather information related to the operation to be reviewed. Begin formalizing scope and objectives based on client and audit concerns. Complete Project Summary. Present scope and objectives to client to ensure client is in agreement. Conduct a meeting with auditee to present audit scope and objectives. Set an agenda for onsite activity and determine timing for exit meeting.Prepare client engagement memo. DISCOVERY Determine if prior audit reports exist for all or part of intended scope. Review all reports located. Obtain current organization charts. Gather documentation and information pertinent to the audit scope. Interview managers for initial assessment of Call Center operational areas and document any concerns noted. Review any documentation supplied by the area to develop an understanding of operations. Conduct external interviews of other organizations call centers. Research internet or other sources for information relative to best practices for Call Centers/Customer Service Departments. Complete Project Risk Summary and Risk Matrix   FIELDWORK/TESTING Performance Benchmarking – Establishment of Standards Obtain Job Descriptions for all non-management positions in the Call Center organization(s). Obtain copies of PMP’s for all non-management positions in the Call Center organization(s). Obtain from Call Center managers all written documentation pertaining to departmental standards, expectations, and other benchmarking measures. From documents obtained in steps C-1-A to C-1-C evaluate relative to industry best practices. Performance Benchmarking – Achievement of Standards Interview managers to determine how they monitor and measure if associates are meeting the performance benchmarking standards. Review a sample of management reports, as