Contributed May 31, 2001 by Evan Bryant EBRYANT@ers.state.tx.us

Call Center Review
Project #2000-04
Audit Program

Given the audit supervisor's approval, steps may be added or deleted from the program after the completion of the audit preparation steps.

SUPERVISOR SIGNATURE:


Audit Objectives:
1. Determine if the call center has a process for establishing and measuring goals and objectives.
2. Evaluate call center reports provided to management.
3. Evaluate the planning and management processes used in call center operations.
4. Note any efficiency and effectiveness issues that are encountered during the review.

Obj.
Step

Done By

WP Ref.

Audit Preparation

1) Review workpapers and/or reports from prior period internal and external audits.
2) Determine if deficiencies noted have been resolved.
3) Gain an understanding of call center management in general.  (Used Call Center Management On Fast Forward as the primary reference.)
4) Review ERS written procedures related to the call center operations.
5) Review copies of all forms used in call center processes.
6) Review job descriptions of all individuals involved in the process.  Indicate any areas of possible duplication of effort, of duties listed which are inconsistent with procedures told to auditor, of insufficient segregation of duties, etc.
7) Observe call center operations.
8) Document, with narrative or flowchart, procedures performed in the call center.
9) 
10) 


Steps to Achieve Audit Objectives
(1)(3)
1) Discuss the establishment and measurement of goals and objectives with the call center manager.  Determine if the process is consistent with COSO.  Determine if the process includes the establishment of objectives, measurement of results, analysis of information collected, and revision of objectives if necessary.

(1)
2) Obtain recent call center reports that were provided to management.  Evaluate the reliability, relevance, completeness and timeliness of the reports.

(1) (3)
3) Evaluate the process for determining service level.

(3)
4) Evaluate the method of forecasting call load.

(3)
5) Evaluate the method of calculating base staff requirements.

(1) (3)
6) Evaluate the method for determining trunks required and related technology requirements.

(3)
7) Evaluate the calculation to account for staff shrinkage due to breaks, lunch, other duties, etc.

(3)
8) Gain an understanding of how schedules are created and determine any efficiency/effectiveness issues relating to the process.  

(3)
9) Determine if costs for the current service level have been calculated and compared to costs of higher and lower levels of service.

(1,2)
10) Determine the level of training offered to call center employees.

(2)
11) Gain an understanding of the capabilities of the Automated Call Distribution (ACD) system.  Evaluate ERS's use of ACD capabilities.
12) Determine if an acceptable level of abandoned calls has been established.  If so, determine how abandoned call rates are monitored and what actions are taken if abandoned calls are too high.