Is Your Contact Centre Strategy Actually Working?
A practical, 5-minute CX strategy checklist to help business leaders evaluate whether their contact centre is driving customer trust or quietly creating risk.
Used by CX and operations leaders to assess contact centre maturity across people, process, and technology.
Used by CX and operations leaders to assess contact centre maturity across people, process, and technology.
Most Contact Centres Are Busy.
Very Few Are Strategic.
Calls get answered. SLAs look acceptable.
Dashboards are reviewed weekly.
Dashboards are reviewed weekly.
- Customers call back for the same issues
- Agents leave faster than expected
- CX costs rise without visible improvement
Most organisations don’t know:
- Where their CX strategy is weak
- Which gaps are operational vs strategic
- What to fix first and what not to touch
This checklist was created to solve exactly that.
The problem is not effort.
The problem is lack of structured evaluation
The problem is lack of structured evaluation
What You’ll Be Able to Answer Clearly
| Key Question | Why It Matters |
|---|---|
| Do we truly understand why customers contact us? | Prevents repeat contacts |
| Are our metrics driving the right behaviour? | Improves resolution |
| Is attrition a people issue or a design issue? | Reduces churn |
| Is technology helping or complicating CX? | Improves ROI |
| Is our contact centre ready to scale? | Avoids breakdowns |
What’s Included in the CX Strategy Checklist
| CX Dimension Covered | What It Evaluates |
|---|---|
| Customer Intent & Demand | Why customers contact you |
| Contact Centre Strategy | Alignment with business goals |
| Workforce Planning | Forecasting, shrinkage, shifts |
| Performance & Quality | FCR, QA, coaching |
| People & Attrition | Hiring, training, incentives |
| Technology & AI | Adoption and impact |
| Cost & ROI | Cost per resolution |
| Governance & Compliance | SOPs and improvement loops |
Who Should Use This Checklist
| Role | Relevance |
|---|---|
| Founders & CEOs | High |
| COOs / Operations Heads | Very High |
| CX / Contact Centre Heads | Very High |
| Strategy Leaders | High |
This checklist is not designed for:
- Students or beginners
- Generic customer support teams
- Tactical-only roles
Why Venturesathi Built This Checklist
At Venturesathi, we work closely with growing organisations managing contact centres across voice, chat, and digital channels.
Across industries, we kept seeing the same pattern:
· Leaders sensed CX issues
· Reports didn’t explain why
· Fixes were reactive and expensive
Across industries, we kept seeing the same pattern:
· Leaders sensed CX issues
· Reports didn’t explain why
· Fixes were reactive and expensive
This checklist captures how we internally evaluate CX maturity before designing any solution.
It’s structured, honest, and deliberately practical.
It’s structured, honest, and deliberately practical.