Call calibration and Call listening Programs monitor call quality

Overview

WE CAN MONITOR THE QUALITY, SO YOU CAN FOCUS MORE ON THE CUSTOMER AND TOGETHER DRIVE THE IMPROVEMENT YOUR BUSINESS REALLY NEED.

Whether it be your Customer support centre / Sales Centre or you outsource to third party, we know you put a great deal of time and effort into ensuring quality of the staff and the processes they use. Working closely with your staff and partners every day can often take complete objectivity out of the picture when trying to evaluate quality and representative performance. We provide completely objective remote call monitoring services so you can gain a realistic picture. Depending on which type of monitoring system you use, we can listen to recorder calls, access pre-recorded logged calls or monitor live calls remotely. Your representatives will never know when or if we'll be listening, giving you a much more candid look at customer call quality.

We have loaded the audits with features

  • Global coverage
  • 24 Languages – Key Feature
  • Translation Service
  • Custom Criteria
  • Bespoke reporting and analysis – Top Feature
  • Real Time Web reporting – Top Feature
  • Flexible Packages & Trials

Key outputs

  • Strategic Priority Analysis
  • Text and Sentiment Analysis
  • Customer Tolerance Analysis
  • Culture Index Analysis
  • Dashboards and KPI’s
  • Benchmarking

Support

  • Dedicated Account Manager
  • 24/7 Support
  • Go listen to a recording of one of your calls and evaluate how you might enhance the customer experience!!