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Call Monitoring
and Evaluation |
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Overview:
We partnership with your company to help
redirect, reinforce and strengthen your customer service to exceed your
customers’ customer service expectations.
How do we do it?
Ongoing in-house or off-site monitoring and
evaluation of your customer service staff. The evaluation is based upon
customer service standards, which are outlined based on industry standards,
company customer service analysis and current company standards.
Telephone “Mystery Shoppers”
Agreed upon standards will be monitored on an
ongoing basis through the “mystery shoppers” program over the telephone. All
calls will be captured on tape for evaluation for present and future review.
The calls will then be compared against the standards on the evaluation form and
rated. Direction and improvements on per person or per location basis will be
suggested and tracked.
Walk-in “Mystery Shoppers”
Agreed upon standards will be
monitored on a regular basis with shoppers walking through your locations and
evaluating the level of customer service performance. These shoppers will
capture and rate the experience on the evaluation form for present and future
review.
Direction and
improvements on per person or per location basis will be suggested and
tracked.
Who should
inquire about a monitoring program?
This program is designed for
companies with one or more locations that have individuals that have contact
with customers by phone and/or in person, and who understand the importance
of strengthening and re-establishing their relationship with their customers
and would like to achieve a higher standard of customer service. |
