Call Grading
Are you listening to your inbound calls?
Many businesses capture inbound calls to use for monitoring and training purposes, but how many of those calls are actually reviewed and used for training and development? Many companies don’t have the time or resource to listen to their recorded calls to identify the quality of service provided to their customers, by their front-line teams
If this sounds like something you wish you had more time to do, then we can help.
How does it work?
At My View Research we can listen to an agreed amount of your inbound customer calls on a regular basis and grade the calls against an agreed criteria. We can review areas like the quality of information provided, measure rapport building, level of customer service, as well as other areas that your front-line team are trained to deliver.
All companies want their customers to have a great service and identifying the level of service that your front-line teams provide is just the starting point. What you do with that information and how you handle identified attention areas is what really matters, and is important to avoiding those areas becoming a reoccurring theme.
We have supported businesses across the property, retail, and automotive industries by reviewing their inbound calls and providing feedback for training and development purposes.
What Our Clients Say…
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My View Research started listening to recorded calls and assessing them against our customer experience and process criteria in March ‘21. Three months into the programme we are really impressed with the work they are doing; they have been efficient and professional, completing the monthly allocation of 100 calls on time, and providing me with the data and Power Point presentations so that I can share their findings with the business’ leaders quickly. Their work is invaluable and has enabled us to design new guidelines and training to enhance our teams’ call handling skills. Kirsten Knight has provided great insight and made valuable recommendations to improve our criteria, and is always flexible and helpful when we need to make changes.
As always they are a pleasure to work with, and a totally trustworthy service provider.
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