Are your employees retaining customers or losing them? It doesn't pay to train customer service reps and then just turn them loose. You need to track their performance and compare results from one location to the next.

Our Quality Calling and Coaching program can directly impact your bottom line by giving your employees the skills they need to increase customer service and sales with each customer call.

Quality Calling: The phone rings – your customer service rep picks up. It's a typical customer calling about one of your products or services. A simple conversation that lasts only a few minutes – a simple conversation that happens daily worldwide, thousands of times an hour. Do you know what your customer hears? A two minute phone call can turn a typical shopper into a satisfied customer – measure your success from the customer's perspective, and they will thank you later.

Our highly trained, professional interviewers call as if they are actual customers of your business, with prepared scripts and conversation points. All the while, our interviewers score calls based on qualitative and quantitative measures. Hard data – like the number of rings it took to reach a rep, a proper greeting, being put on hold (and for how long), or if the rep answered their questions clearly – is measured directly with hard numbers comparable to all company locations. The qualitative measures – friendliness, knowledge – are scaled as well and measured as your company sees fit.

Stop guessing about how well your reps are performing – start measuring.

Quality Coaching: We measure so we can coach. Data is useless without a direct plan of action. At the end of every call, we coach your customer service reps based on your corporate philosophy, reinforcing employee training with immediate feedback. Once coaching has been initiated, employee performance begins to improve right away.

Quality Reporting: Weekly and monthly summary reports are provided to fit your needs. We'll design the whole package to work within your corporate structure and report what you want to see most.