Telephone Mystery Shops provide immediate and useful feedback for management and employees. They are an excellent training tool and should be used to encourage the communication skills and critical thinking which lead to increased sales / profitability and to ensure company policies and practices are being adhered to. We can help with incentive programs, performance appraisals, and monitoring etiquette, efficiency, accuracy and thoroughness.
Internal call / contact monitoring frequently slips through the cracks, regardless of available tools. But, the oversight is extremely critical and there are numerous, excellent service standards / models / processes which can be easily put in place with the assistance of an outside partner. We can help if you're inconvenienced by or having trouble with quality monitoring or other QA.
Phone and Internet surveys help businesses make informed decisions. They should be used to identify and improve service weaknesses, evaluate customer satisfaction / loyalty / opinions, and increase awareness about the demands and needs of the marketplace. Let us evaluate your market or customer survey projects with an eye toward increasing the ROI and cost- effectiveness of your customer service commitments.
Call center projects that aren't well-established or are boutique or emerging have to figure out what's possible and what things cost, and they have to do so, without quotes from companies with seat or project $ minimums, and without prior metrics. Plus, there are a zillion things to understand. Onshore, near-shore, offshore? Multiple channels of access? Legal compliance? Quality monitoring? KPIs and a slew of technology abbreviations? Based on our experience obtaining answers through "market research," we've turned our phone and web-based data collection and support into the call center space. If you need help assessing the structure and viability of your call center needs, we're looking for excellent client partners that want classy, careful expansion.
Cyber shops (e-mail and chat room mystery shops) can be used to assess available / new technologies and promptness, accuracy, completeness and professionalism in responding to online inquiries - all of which are critical to realize increased sales via the Internet. We can gauge your contact center access channels, contact center agent competency, and the sufficiency of your online customer service processes.