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.