A. PLANNING

Gather information related to the operation to be reviewed. Begin formalizing scope and objectives based on client and audit concerns.

Complete Project Summary. Present scope and objectives to client to ensure client is in agreement.

Conduct a meeting with auditee to present audit scope and objectives. Set an agenda for onsite activity and determine timing for exit meeting.

Prepare client engagement memo.

B. DISCOVERY

Determine if prior audit reports exist for all or part of intended scope. Review all reports located.

Obtain current organization charts.

Gather documentation and information pertinent to the audit scope.

Interview managers for initial assessment of Call Center operational areas and document any concerns noted.

Review any documentation supplied by the area to develop an understanding of operations.

Conduct external interviews of other organizations call centers.

Research internet or other sources for information relative to best practices for Call Centers/Customer Service Departments.

Complete Project Risk Summary and Risk Matrix

C. FIELDWORK/TESTING

1. Performance Benchmarking – Establishment of Standards

Obtain Job Descriptions for all non-management positions in the Call Center organization(s).

Obtain copies of PMP’s for all non-management positions in the Call Center organization(s).

Obtain from Call Center managers all written documentation pertaining to departmental standards, expectations and other benchmarking measures.

From documents obtained in steps C-1-A to C-1-C evaluate relative to industry best practices.

2. Performance Benchmarking – Achievement of Standards

Interview managers to determine how they monitor and measure if associates are meeting the performance benchmarking standards.

Review a sample of management reports, assess the adequacy of reports. Review for types of information contained on the reports.

3. Training

Interview Call Center managers regarding the adequacy of training of staff. Document the training program for new associates. Determine if associates are required to have a series 6 license.

Interview a sample of Call Center front line associates and get their perspective on the training program and other issues.

4. Customer Complaints

Obtain written procedures, policy or document based on interviews, MassMutual’s procedure for handling customer complaints.

Select a sample of customer complaints from the complaint log. Test for the following:

Date the complaint was made by the customer(or producer)

Date the complaint was received

Documentation of efforts made by Customer

Service Associates to resolve the complaint

How the complaint was ultimately resolved

The amount of time that it took to resolve the complaint to the satisfaction of the customer.

5. Authentication/Security/Transaction Processing

For all positions, compile a listing of all systems that Call Center staff has access to. Assess for the appropriateness of access to these systems.

For all positions, compile a listing of the types of transactions that can be performed. Assess for the appropriateness of these transactions.

Determine what procedures are followed by Call Center associates to authenticate the identity of callers prior to providing information.

6. Cash Controls

Interview Call Center managers to determine if associates handle checks or other cash equivalents. Determine if controls over these procedures are adequate.

7. Internal Audit Customer Service Satisfaction Surveys

Based on Call Center call history data send out external surveys to a sample of agents, brokers, or other producers to determine the level of satisfaction with the Call Centers.

Based on Call Center call history data, send out external surveys to a sample of policyholders to determine the level of satisfaction with the Call Center.

Other as determined during course of engagement.

D. PRESENTATION OF RESULTS

• Meet with Management to discuss the results of the audit project.
• Prepare a written report to summarize the audit project results and recommendations