Most call center monitoring and customer service evaluation (whether provided by a software-based analytics program or by ‘reverse call centers’ that spot check performance) is NOT sufficiently nuanced and does NOT provide accurate, meaningful, data.

But our approach to customer service evaluation is different. We combine statistical measurement with critical conversation analysis. In addition, to test the validity of our sample and broaden the scope of our call center audits, we often supplement monitoring with persona-driven secret shops. You can chose to start your customer service evaluation program with specific, customized quality assurance (especially appropriate if you are looking to brand customer service) or we can skip that step and evaluate based on best practices, industry QA criteria.

What You can Expect From our Customer Service Evaluation:

• A Customer Service Evaluation Report that is more complete than standard call center quality assurance and that captures the specific nuances that make or break customer loyalty.
• A Next Steps Report pinpointing 10-20 ways to improve your customer service immediately.
• Statistically Valid Facts: When it comes to call center auditing, we don't know of a call center anywhere that can describe its monitoring or audit program this way. Call centers simply don't have the resources to evaluate an adequate number of cases and their expertise is hiring and operations, not sampling procedures.
• Broad Optics: Typically our call center auditing includes testing competitor and comparable companies.
• FAQ Analysis to increase the use of your customer service web pages and self-service answers.

We are available for pilot programs as well as daily, weekly and monthly customer service evaluation programs. Let's discuss your customer service evaluation objectives. This way you'll know if we could be a good call center audit resource for your team.