Due diligence is about determining the true value of a company. It’s also about planning for the future and avoiding nasty surprises.
If you plan on acquiring a contact center or merging with one, thoroughly examine the books. Take a hard look at legal, facilities, intellectual property, etc. But be just as rigorous in getting to know the business side of their business, the engine that gets the job done day in and day out. Look under that hood and examine every single moving part. And if you can find one, bring along a qualified mechanic with a sharp pair of eyes.
Also, be sure to consider the human aspects, the “soft” intel that’s not so easy to quantify. Read between the lines and really listen. Ask lots of questions. Get to know the people as well as the numbers they produce. This is the heart that pumps the organization’s lifeblood.
True due diligence leverages a combination of science and the art of reading people.