Call Centre Consultants

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   The Consequence of Experience

Call Quality

Do you know how your customers are treated by your Call Centre?

If you haven’t defined what your Contact Centre should sound like and how it should treat your customers and potential customers, then when you do get around to listening to some of the calls, you are likely to be surprised, but not in a good way! 

How you treat callers tells the wider world what kind of organisation you really are. If you haven’t controlled that aspect of your business, then you need to check exactly what is going on, right now.

Mystery Shopping                

As with Benchmarking, we conduct mystery shopping exercises on behalf of our clients to identify what is actually happening on each call type. All calls are digitally recorded and used in the playback sessions with our clients.

This provides the springboard to define what needs to change.

The next stage in developing Call Quality is to define what should happen on each call type. This includes reviewing and changing where necessary, the processes that support each transaction.
The way that the company conducts Call Monitoring should also be reviewed and an appropriate Assessment Document developed to support the Company’s strategic aims.

Finally the new processes need to be trained-in to the Contact Centre and agent performance assessed against the new criteria.

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