Assessing Telephone Quality
Telephone Assessments
As external specialists we can expertly and impartiality measure the levels of telephone quality within your business.
Our first step will always be to construct an exclusive set of quality standards for your telephone operation. This will cover all aspects of your customer interaction and can include areas such as; call greeting, first impressions, data protection, sales skills, complaint handling, customer experience etc.
Once agreed, the standards will then be used to assess quality levels on your recorded calls or from contacts made by our mystery callers.
Feedback
We can provide feedback in the form of a management summary report, team presentations or individual coaching sessions for selected members of your team. We can also provide training for your staff on how to best deliver or share the feedback internally.
Many clients employ us on a monthly or quarterly basis to provide continuous 1-1 feedback with selected members of their team. These individual coaching sessions can be delivered on site or by video call and are a tremendous way to ensure that action and improvement plans are implemented and that exceptional levels of customer experience are consistently achieved.
Reporting
Our comprehensive report will provide an accurate insight into the levels of telephone quality experienced by your customers. The report will also provide you with valuable feedback such as:
Assessment of customer quality across your entire operation
Assessment of individual teams
Key areas of service excellence
Priority areas for service improvement
Statistical measurements on each area of the quality standard
Expert commentary on each area of the quality standard
Comparisons to other organisations