
Do all calls reach the call centre?

Is the call centre waiting time acceptable?

Are the overflow processes fully operational?

Is the CRM application always available and performing?

Does the telephone quality allow for clients to use your helpline with no problems?

Is the client route through the interactive voice server or the website at best in terms of availability, navigation speed and consistency?

Does information sent by SMS reach its destination quickly enough?

Do client emails always reach their recipients in your company? How long does it take for responses to be sent from your company?

How is your competition doing on these points?