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Report Summary - An independent audit of Synergy's internal operational activities – May 2019

Report Summary - An independent audit of Synergy's internal operational activities – May 2019

Synergy Contact Centre recently commissioned an independent audit of its internal operational activities. The aim was to identify processes and practices that can be developed and improved to achieve best in class operational excellence across the business.

This audit was conducted by Bfy Consulting who employed its established Operational Excellence framework which seeks to measure and develop best in class operations across five key elements.

Bfy Consulting's review methodology follows a four stage process, including:

Data Collection - Discussion with team members - Observations - Report creation

Synergy Contact Centre is delighted with the results of the audit and is pleased to share its key findings.

Areas Assessed

  • Customer
  • Performance Management
  • Process
  • Organisational Set-up and Skills
  • Employee Motivation