Evaluation, Oversight, Insight
EVALUATION
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CUSTOMER SERVICE & EFFORT TESTING CUSTOMER ACCESS and AGENT PERFORMANCE EXAMINATION Employee monitoring and training; legal compliance; policy drafting and concerns; vendor comparisons; competitor insights Mystery Shops – phone, e-mail, text chat, video, in-person |
OVERSIGHT
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CALL / CONTACT CENTER MONITORING QUALITY ASSURANCE SUPPORT Outsourcing and QA concerns; in-house call / contact center performance; new program set-up; workforce management and incentives; technical input; Key Performance Indicators (KPIs) / other metrics; Third Party Verification (TPV); compliance confirmation Phone recordings review |
INSIGHT
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CUSTOMER SATISFACTION & MARKET RESEARCH BUSINESS and CONSUMER STUDIES Net Promoter Scoring; Voice of the Customer feedback; sales and marketing programs; service / area expansions; list-vetting; product and positioning concerns; customer retention programs; client acquisitions; market share assessments; loyalty studies Field-work assistance – telephone, Internet and IVR surveys |