Smart Role · Self-Assessment Audit
Audit
Is Your Contact Center Actually Ready to Go Live?
A 10-Question Readiness Audit for CX Operations Leaders
Score each question honestly. Most leaders score lower than they expect.
You've run the training. Completion rates look good. The LMS says everyone passed. But when the first real customer calls — how confident are you, really?
This audit separates evidence from instinct. Score yourself honestly on each of the 10 questions below.
2
Yes, fully1
Partially / unsure0
No / never checkedSection 1 · Evidence of ReadinessScore 0 / 1 / 2
1
Can you name the specific conversation types your last cohort struggled with in week 1?
Not what you expected — what actually happened.
2
Do you have data on individual agent readiness, not just cohort-level completion rates?
Can you name which agents in your current pipeline are ready — and which aren't?
3
Is your go-live decision based on observed performance, or training completion certificates?
Be honest. Completion rates are not performance data.
4
Could you show your leadership team evidence — not instinct — that your last cohort was ready?
Not the LMS report. Evidence of conversation performance.
Section 2 · Training InfrastructureScore 0 / 1 / 2
5
Do your agents practise on scenarios built from your own real failure data — not generic scripts?
Your customers are unique. Generic training produces generic readiness.
6
Can your agents practise conversations that respond dynamically — not follow a fixed script?
Real customers don't follow scripts. Does your training reflect that?
Section 3 · Operational ImpactScore 0 / 1 / 2
7
Does your CSAT data show a measurable dip in the 4 weeks after every new cohort goes live?
If you haven't checked, the answer is probably yes.
8
Do you know what your week-1 quality dip is costing you per cohort — in real euros?
AHT drag, escalations, early attrition, CSAT impact. It adds up.
9
Is your new hire attrition rate higher in the first 90 days than at any other tenure point?
Agents who go live underprepared feel set up to fail — and they leave.
10
Could you implement a formal Go / No-Go readiness gate before your next cohort goes live?
Not a trainer's judgement call. A repeatable, evidence-based standard.
Scoring Guide · Maximum 20 points
16–20
Strong foundation.
You have evidence-based readiness practices in place. Consider formalising them into a repeatable Go/No-Go gate and extending into continuous development.
10–15
Gaps are costing you.
You have some practices but are still relying on instinct in key decisions. The week-1 quality dip is likely showing up in your data — you may just not have connected the dots yet.
0–9
Your customers are your quality filter.
Your go-live decisions are based primarily on hope. Every cohort is an uncontrolled experiment with real customers paying the cost. The average contact center loses around €60,000 per cohort in this gap. You likely have multiple cohorts per year.
My Total Score
—
out of 20
0 of 10 questions answered. 10 remaining.
Running Score
0
/ 200 of 10 answered