Customer centric organisations listen to the needs of
their customers on a continual basis. Understanding our
customers allows us to drive the business in a direction
that meets and exceeds customer expectations.
A qualitative benchmarking activity provides an independent
analysis of the current quality standards within your
contact centre – written and verbal.
The information gained is invaluable to:
• Recognise opportunities for customer growth
• Identify training needs
• Evaluate market position
• Ensure that internal QA measures are an accurate
reflection of delivered interaction.
Using agreed measurement tools such as call and email
evaluation, mystery shopping and customer surveys we review
all of your customer touch points, typically including:
• Inbound and outbound calls
• e-mails
• Letter correspondence
• Facsimiles
• Face to face interaction
Our Methodology
Our approach, in terms of quality is to measure aspects,
which the key role-players see as vital, and to add elements,
which we see as essential.
To deliver the quality solution we undertake the following:
Identification and Confirmation of all Touch Points
Benchmarking the current level of quality
Quality Monitoring
Delivery of a Feedback Report and Recommendations
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