Customer Services Audit
Customer Services Audit (CSA) pioneered the cloud-based service delivery audit and benchmarking tool Snapshotz (2009) and RemotAbility, (2021) a modern work assessment and benchmarking tool to support flexible work strategy programs. CSA is Headquartered in Auckland, New Zealand and operates in 34 countries.
Why partner with Customer Services Audit
Launched in 2009, Snapshotz stands out in the auditing and benchmarking landscape for contact centers and help desks due to its comprehensive approach and unique features and with a high level of payback.
Holistic Assessment: Snapshotz offers a thorough evaluation with an 800+ point checklist, covering technology, personnel, and processes. This extensive coverage ensures a detailed and nuanced understanding of contact center operations.
Global Standards: The app benchmarks against global customer service (ISO) and digital delivery standards, utilizing data from over 4,000 contact centers and help desks. This ensures that the assessments are aligned with the best practices worldwide.
Validated Practices: Snapshotz employs validated practices from millions of data points, providing a robust foundation for its recommendations and insights.
Flexibility and Usability: The tool is web-based, easy to use, and time-efficient. It allows for flexible completion over a period of eight weeks, making it accessible for organizations with varying resource availability, including the options to self-assess or purchase appropriate support packages.
Comprehensive Reporting: Snapshotz generates detailed reports that highlight areas for improvement at various levels, from individual tasks to organizational functions. This helps in setting clear priorities and tracking progress over time. Reports also include digital service delivery maturity and ISO standards plus the ability to compare and contrast past assessments or against multiple centres.
Task Management: The app includes features for task management, allowing users to assign tasks, make notes, and track progress, which is particularly useful for continuous improvement.
Cost-Effective: Snapshotz is designed to be a cost-effective solution, providing significant value through its comprehensive features and detailed assessments.
Overall, Snapshotz offers a unique combination of thorough assessment, global benchmarking, and practical usability, making it a valuable tool for optimizing contact center operations.