Evaluation, Oversight, Insight

EVALUATION

What:

How:

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
Text or chat room transcripts; e-mail transcripts
Channel, mobile, tablet, social media access tests

OVERSIGHT

What:

How:

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
Independent, objective supervision
Work force management / other recommendations

INSIGHT

What:

How:

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
Planning consultation
deployment suggestions, methodology assessments, expectations and error evaluation; list purchasing and appending assistance, proposal reviews – use, sufficiency, privacy, security, simplicity, timing and compliance input