Contact center and service quality audits

Diagnosis

Sound familiar?

If you recognized at least two — an audit will help.

Many calls, but few bookings or sales.

Clients complain about service, but you cannot see the real cause.

Agents work their own way — no shared scripts or standards.

KPIs exist, but they don’t motivate the team, and reports explain nothing.

Telephony, IVR, CRM or MIS are configured “as it happened”.

You do not know how your service looks through the client’s eyes.

Discuss an audit

Services

What we audit

Formats for the job: from a quick diagnosis to ongoing quality control.

Express contact-center audit For those who want a fast view of the problem scale.

Key metrics review, call sampling, scripts and booking/sales process check, reporting assessment.

Outcome: a short report with 5–10 findings and quick actions
Timeline: about 5 business days
Price: on request

Full contact-center audit For companies ready to change service systematically.

Processes, team, scripts, KPIs and motivation, reporting, complaints, onboarding and training.

Outcome: a detailed report and prioritized action plan
Timeline: individual
Price: on request

Mystery shopper For networks and units with multiple contact points.

Scenarios and checklists, checks, results analysis, team recommendations.

Outcome: a map of strengths and gaps through the client’s eyes
Format: one-off or ongoing
Price: on request

KPI, motivation and reporting audit When metrics exist but do not manage the team.

Metrics analysis, data accuracy, KPI and motivation system, daily/weekly/monthly report templates.

Outcome: a clear metrics system
Price: on request

Telephony, IVR, routing and MIS/CRM audit When technology gets in the way instead of helping.

Settings review, system usage analysis, technical specs for developers.

Outcome: prioritized improvements list and ready technical brief
Price: on request

Ongoing quality control If you do not have a dedicated QA specialist.

Call and chat scoring by checklist, team feedback, monthly report and recommendations.

Format: monthly subscription
Price: on request

Outcome

What you get

This is what an audit result looks like: findings, why they matter, what to do, and where to start. Sample data — real reports are confidential.

Contact-center audit summary. Key findings

Sample, data is fictional

High priority

1. A large share of calls ends without a next step

Why it matters: the person reached out but got no booking, request, or callback agreement. This is the fastest way to lose customers.

What to do: require an action-based call close in the script and add a “conversations with outcome” metric.

High priority

2. Scripts exist, but are used selectively

Why it matters: quality depends on the individual agent, not the system. Some conversations miss need discovery.

What to do: update the script, run a short training, launch a call evaluation checklist.

Medium priority

3. KPIs measure speed, not conversation outcome

Why it matters: the team optimizes what is measured. They answer fast — but without a sale or booking.

What to do: add conversion and quality metrics to motivation.

Medium priority

4. Routing ignores the topic of the request

Why it matters: complex questions go to juniors, the customer waits longer, and the team is overloaded.

What to do: route calls by topic and agent experience level.

Low priority

5. Reports are gathered manually and arrive late

Why it matters: decisions are made on outdated data.

What to do: automate key reports and prepare a tech brief for the developer.

Outcome for the leader: it is clear where customers are lost, what to fix first, and what to expect from changes.

Plan: quick actions on findings 1–2 in month one, then KPIs and routing, then reports.

Where we lose customers and what to fix first

Sample. All data is fictional; real reports are confidential.

The full report includes more findings, impact on conversion and costs, plus script and email templates.

Get a report like this for my company View the full sample report

Process

Work experience

Request and free consultation Discuss a project
Contract and access Signing, NDA if needed, access to calls, reports, systems.
Analytics Call listening, process and metrics review, offline visits.
Report and recommendations Findings, impact assessment, action plan.
Presentation and discussion Review with leadership.

Discuss an audit

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Results and cases

+10% patient booking conversion (Bogomolets Clinic)

+20% team productivity after KPIs and knowledge base

29 managers across 6+ branches under management

2 міс. building a contact center from scratch

Contact center from scratch for a private clinic

Before: The contact center needed restructuring and a restart.
What was done: Built and trained a new inbound and outbound team, introduced KPIs, scripts, service standards and booking methodology, created a knowledge base and reporting, optimized the contact-center module in the MIS, and connected a new messenger.
Result: +10% and more to primary and secondary patient booking conversion
Takeaway: Standards and KPIs grow results faster than simply increasing call volume.

A single service standard for a network of 6+ branches

Before: Patient interaction department: 29 managers across 6+ branches that needed to be aligned to shared requirements.
What was done: Introduced KPIs and performance control, a mystery-shopper program across the network, training with feedback, an onboarding sheet for new hires, and daily, weekly, and monthly reporting.
Result: +20% team productivity
Takeaway: In a multi-branch network, quality is sustained by shared standards and regular checks.

New standards and a new sales stream in online medicine

Before: A contact center without a shared methodology for request priorities and service standards.
What was done: Created a request-priority methodology, work schedules and evaluation checklists, updated IVR and routing, optimized CRM and labor costs, and launched a new sales stream.
Result: New sales stream launched; costs and approval chain optimized
Takeaway: Service can become not only a cost center, but a source of new sales.

Expert

About me

Hi, I'm Maryna Kozyrieva. I help businesses see their service the way customers see it.

For over 10 years I have been building and improving customer contact: in medicine, IT, and other fields. I went from sales manager to leading a unit of 29 managers across 6+ branches. So I know how things work from the inside: where the team stalls, where customers leave, and leadership does not see it.

I myself introduced KPIs, scripts and service standards, ran mystery shopping, wrote technical specs for developers, and set up telephony and CRM/MIS. So in an audit I look at everything at once: people, processes, and the technical side.

I am also a psychologist by education (Master's). I understand how customers perceive service and why a team resists change — or supports it.

Why do I recommend starting with an audit?

Because it is a simple, low-risk step: you do not need to change the team, systems, or budget to get an honest picture. In a few days you know what works, what does not, and what to fix first.