Think of it as mystery shopping real life situations. With this program, we conduct a mystery shopping program using actual inbound customer calls - by evaluating actual interactions, it gives companies a unique and cost effective view into service levels, employee knowledge, and overall staff performance.
Many companies have internal methods for evaluating calls, but utilizing a formal QCM program is cost effective and more thorough than typical internal procedures.
This is an exceptional program for the B2B industry as well as any industry utilizing a call center for customer service.
The process is very simple! Our dedicated Account Managers will access the software used for your call center and select calls based on your criteria. A "score card" will be created, very similar to a mystery shopping report, for evaluation purposes.
You select the number of calls, type of calls (simple inquiries, problem resolution calls, etc) and we do the rest!
You will receive a report for each call evaluated, and also have access to analytical reports to make sense of the data you collect.