Range of Services
Baseline Analysis & Setting Goals
Initially, the quality of phone contacts is analyzed; this results in a strength/weakness analysis, definition of the Key Performance Indicators and communication goals. A ‘Call Scoring Card’ with the evaluation guidelines is developed.
Our quality scouts listen to the telephone calls and the findings are noted in the Call Scoring Card.
Call Scoring Analysis
The Call Scoring & Management reports provide information on the achievement of objectives and a detailed analysis and overview of each customer’s potential. Together we then decide on the measures and implementation of a solution.
Feedback & Improvement Workshops
The resulting insights are integrated into a customized “Supervisor & Sales Coaching” program to provide optimal support to your call center team in their daily work.