What is an Audit?

“Any thorough ongoing check or examination performed to ascertain the validity and reliability of information, people, process, technology; also to provide an assessment of a system's internal control with the objective of identifying gaps, verifying what's currently being done right and what are the priorities required to achieve organizational goals”

What is a Customer Service Audit?

Today there are over 700+ variables that go into CX delivery. Knowing what variables will drive the business forward, identify risk and engage customers and team members is core to the modern organisation employing service delivery to achieve organizational goals.

Customer service today has a strategic function and not clearly understanding the complexity of the function and validating and managing continuous improvement at regular intervals is mandatory in the rapidly changing environment that we live in.

A definition of customer service

“Customer service centres are uneven energies of people process and technology moving at an uneven pace yet aiming to deliver in an instant and on demand a cohesive package of expectations and promise to customers and other interested parties” 

Deepak Selvaratnam - CustomerServicesAudit

Why conduct a Customer Service Assessment?

Why Audit?  Strategic reasons

Business 101

An important business function to assess and verify for planning and goal setting needs

Organizational pressures

Better customer outcomes, increase revenue, reduce costs, do more for less

Environmental and competitive pressures

Regulatory and compliance pressures, new technologies, changing customer and citizen needs, emerging and industry disruptive competitors

Customer Service is an unique function

“Customer service centres are uneven energies of people process and technology moving at an uneven pace yet aiming to deliver in an instant and on demand a cohesive package of expectations and promise to customers and other interested parties” 

Complex variables

Several levers can be manipulated to achieve customer and stakeholder objectives -  Need for constant review and prioritization



Why Audit?

Operational reasons

ü  SWOT analysis required

ü  Centre not achieving Targets

ü  New Initiatives to improve Service, Quality, CSAT

ü  New Products or Services being introduced

ü  Preparing for new/upgraded technology

ü  Move to a Profit Centre

ü  New site or location

ü  People churn

ü  Compare and synchronise in-house versus outsourced centers


In every industry there is a Payoff for an Audit

ü  $6 million in annual savings for a Major Bank,

ü  Major Bank moved customer service to a profit center within 6 months

ü  $1 million in first year savings for a Publisher,

ü  $1.5 million saved through process re-engineering for a major printer manufacture

ü  Creation of Strategic Plan for services company rolled out to 25+ centers

ü  Transformed services center: improving Grade of Service from 20% to 80% while reducing costs

ü  For an international eCommerce retailer improved agent productivity by 54% while reducing cost per contact by 47%

ü  Federal Government: reduction in customer wait times by 30% and increase in FCR by 20% through interdepartmental cooperation

ü   40%  /1.4M reduction in training budget for 20 site multinational outsourcer

ü  Eliminated significant risks that would have brought the business down for white goods supplier

ü  Saved $3M in implementation costs for new technology for a government organisation technology

ü  Reduced staff turnover by 25% and reduced Health and Safety claims by 60% within 6 months for non-governmental international agency.

Steps in the Audit process

Steps in the Snapshotz Online assessment process mirror a typical financial audit

Step 1: Definition

What is required to be audited?

        Snapshotz details the 8 main sections and the 29 subsections that are required to be audited.

        Snapshotz online lets you audit and compare different locations, internal departments and teams within a department. In-house versus outsourced.

Step 2: Scheduling

When, who is to carry out the audit and what locations, geographic or internal departments that are to be assessed.

        Assessors have complete control over who, when, where and what will be assessed.

        Snapshotz online will let you assign the license for up to 5 members meaning the load is spread and specialists can be involved

Step 3: Preparation

Collection, data, process documentation and lists of what to look for and an interview list. 

        The structure of Snapshotz online tool checklists acts as a guideline for preparation. Assessors and auditors will find preparation regardless if you are a pro or new to the task.

        The Snapshotz Online pre assessment checklist will prepare both the assessor and the centre for the review.

        The detail within the subsections as well as the corresponding notes within the Snapshotz online tool enable the assessor / auditors to identify areas to be assessed and other preparatory work required.

Step 4: Execution

Conducting the audit

        The structure of the sections, the ability to move easily in, out of and through the sections make execution easier and quick.

        The Snapshotz online tool allows flexibility yet structure that is required to achieve a consistent process that’s valid and can be used time after time.

        2 – 3 days per site with 3 - 4 hours of senior management time and 2 -3 hours of mangers / supervisory time

Step 5: Documenting

Audits and tracking of actions

        The structure of Snapshotz online tool checklists means documentation needs are taken care of as you audit.

        Tracking of actions and follow up are made easy as Snapshotz Online enable assessors to make notes and create a task list under every question / variable that is being assessed.

        The reports generated once the audit is complete, enable the prioritization and follow up of actions.

        Reports enable comparability from one period to another as well as across all centres.

Who conducts the Audit?

Certified Snapshotz Online consultants or internally certified team members.

Do you wish to be certified as a Snapshotz Online Assessor?

A certified Snapshotz Online Assessor can either assess internally within an organization or be an experienced consultant.

Snapshotz Online Consultant and Assessor Training Programme (SCAT)

Growing capability within the organisation leads to productive outcomes for the centre and the organisation. Snapshotz Online Internal Assessor training and certification is available to individuals and organisations.

Regular courses are scheduled at different locations. Contact us Maria@customerservicesaudit.com or any of the accredited Snapshotz Online Partners in your region.

Training is also delivered onsite to internal staff. Organisations wishing to make use of this option should make requests to info@customerservicesaudit.com for pricing and availability.

Snapshotz Online Consultant Training  

If you are a seasoned Customer Service Professional or with previous consulting or operations background, apply to be accredited as a Snapshotz Assessor.

Participate in an industry with untapped potential to add value to people, organisations and their customers, whilst growing your own income.

Intakes to the SCAT programme are every quarter with the training scheduled for the last week of each quarter.

To apply, email Maria@customerservicesaudit.com or any of the accredited Snapshotz Online Partners in your region.

Note: Please note do not respond unless you have a valid work permit in the countries you are applying to work in.

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