Audit of professional practices
Observation of employees in real working situations, to identify good practices, gaps and areas for improvement.
Outside perspective
Observe. Analyse. Recommend.
WakeUpInside carries out audits that give business leaders an outside, objective view of their practices, their organisation, their processes and their customer experience.
We identify strengths, friction points and levers for improvement, in order to formulate actionable recommendations.
Our main audit assignments
Six families of assignments, carried out on their own or combined, depending on what you are trying to understand.
Mystery shopping & customer experience
A test of the experience a customer actually goes through.
Quality, standards & process audit
Verification that the standards, rules, procedures and protocols set by the company are actually applied.
Sales process audit
Analysis of the journey, from the incoming enquiry through to welcoming the customer.
Objective: to identify value leaks and levers for improving the sales funnel.
- Marketing / incoming enquiry
- Qualification
- Handling
- Follow-up
- Conversion
- Booking
- Welcoming the customer
Organisational audit
Analysis of roles, remits, responsibilities, decision-making channels and interactions between teams.
May lead to recommendations on:
- Allocation of duties
- Overlapping roles
- Role development
- Recruitment
- Organisation
- A new organisation chart
Digital audit
A review of your online presence and of the digital tools your teams use day to day.
Objective: measure the gap between the image projected online and the experience people actually have, and check that the tools serve the work rather than the other way round.
An audit built around your own question
The audits presented here are examples of our main assignments.
WakeUpInside can also design a specific audit around a question that belongs to
your company alone.
We then define together:
- The question
- The scope
- The situations to observe
- The data to analyse
- The people to meet
- The expected deliverables
The method adapts to the company, not the other way round.
What the leaders say
Two accounts of audit assignments actually carried out.
“We asked Francis to audit our call centre.
As part of our growth, we needed to take stock of what we had built, to understand certain data better and to define our areas for improvement so as to maintain — or even raise — our service quality…
That outside eye confirms what we sense, puts figures on what starts out as ‘a feeling’, and makes us aware of what we are not always able to see, caught up as we are in day-to-day work.”
“This very detailed work and these reports gave me factual evidence, from someone outside the company, with which to highlight where our organisation could improve.
Your teaching style and your experience were appreciated by the management teams and by the agents, who felt confident enough to open up and speak freely, with nothing off limits.”
From observation to action
- Audit
- Train
- Coach
WakeUpInside can work on audit, training or coaching alone.
But we can also build a
complete pathway:
- Audit of the situation
- Identification of needs
- Recommendations
- Bespoke training
- Support for managers
- Individual or group coaching
The point is to be able to build the training on situations actually observed inside the company.
You know something needs fixing, without knowing quite what?
That is where most of our audits begin.
Describe the situation to us: together we define
the scope, the situations to observe and the expected deliverables, then we send you a
proposal within two working days.