Customer Service Evaluation, Call Center Auditing, Satisfaction Research
It is the mission of Spot Check to provide clients with best-in-class, efficient and effective, customer service evaluation, call center auditing, and satisfaction research services. We seek clients with whom we can establish well-functioning long term relationships and generate repeat business.
Why Spot Check?
We have decades of operational and technical experience.
But, more importantly, if we can’t do the job for some reason – we’ll promptly tell you.
What should we expect?
Candid feedback. Quick help. Confident, simple proposals.
Who does Spot Check work with?
|
SERVICE EVALUATION |
MARKET RESEARCH |
CALL CENTER |
QUALITY AUDITING |
Industries / Target:
| Companies with lots of brick & mortar that sell products or services requiring high-level customer service interaction or cross/up selling Examples: Hospitality & Lodging, Rent to Own, Banking Car Rental, Casino, Franchising |
Companies recognizing it costs more the acquire a new customer than to satisfy existing ones Companies focused on repeat bus.Examples: Software, Utilities, Pharma |
Businesses with high volume transactions / lots of customer contact Boutique and Emerging business Examples: Health & Wellness, Internet Sales, Catalog sales, Insurance, Financial, Retail |
Businesses with in-house call / contact centers Especially those with growth, technical and/or employee / client turnover issues |
Decision Makers:
| Training, Standards Guest Relations Sales Support |
Marketing Market Research Dept. |
C-suite Executives Project managers |
Compliance Officers Call/Contact Center Supervisors |
Keywords:
| Customer Service Evaluation Telephone Mystery Shops Cyber (e-mail & text chat) Shops Competitor Shops |
Customer Research Phone / Internet / Paper Surveys VOC, NPS, Customer Satisfaction Segmentation, Expansion Purchase Intent / Key Drivers |
Lead Generation Welcome Calls Follow-up / Warm Transfer Customer Care Call overflow / extended hrs.Order Acquisition |
Outside Call Recording Review Employee / Remote monitoring Key stroke / screen-shot capture and review Interaction (required Document) Confirmations |
Transition
To facilitate a smooth transition from current providers, we will work closely with you in a pre-deployment period to satisfy process and technical requirements.
We will provide you:
- Access to and thorough testing of processes.
You should provide us:
- Complete and up-to-date scripting.
- Specifications and samples of reporting and data files to be exchanged.
- Access and distribution requirements, including name and email address, store location, etc.
