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Evaluation, Oversight, Insight

EVALUATION
 

 
What:
 


How:
CUSTOMER SERVICE & EFFORT TESTING
CUSTOMER ACCESS and AGENT PERFORMANCE EXAMINATION
 

Employee monitoring and training; legal compliance; policy drafting and concerns; vendor comparisons; competitor insights

Mystery Shops – phone, e-mail, text chat, video, in-person
Text or chat room transcripts; e-mail transcripts
Channel, mobile, tablet, social media access tests

OVERSIGHT
 

 
What
:
 



How:
CALL / CONTACT CENTER MONITORING
QUALITY ASSURANCE SUPPORT
 

Outsourcing and QA concerns; in-house call / contact center performance; new program set-up; workforce management and incentives; technical input; Key Performance Indicators (KPIs) / other metrics; Third Party Verification (TPV); compliance confirmation

Phone recordings review
Independent, objective supervision
Work force management / other recommendations

INSIGHT
 

 
What:
 

 
 
How:
CUSTOMER SATISFACTION & MARKET RESEARCH
BUSINESS and CONSUMER STUDIES
 

Net Promoter Scoring; Voice of the Customer feedback; sales and marketing programs;  service / area expansions; list-vetting; product and positioning concerns; customer retention programs; client acquisitions; market share assessments; loyalty studies

Field-work assistance – telephone, Internet and IVR surveys
Planning consultation
deployment suggestions, methodology assessments, expectations and error evaluation; list purchasing and appending assistance, proposal reviews – use, sufficiency, privacy, security, simplicity, timing and compliance input

 

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