Many businesses are thinking about getting into call monitoring and call analysis, but would like to get their feet wet and find out what kind of data and information it will provide before making a long-term commitment or investment. We get that, and that’s why we often start new clients off with a benchmark Service Quality Assessment project. With a benchmark assessment, c wenger group works with you to determine the behavioral criteria we will analyze in your team’s calls. We will bring our own thoughts and suggestions based on a quarter century of experience, but you have the opportunity to list the behaviors and skills that are important to you, your business, and your brand. We have experience in analyzing sales calls, service calls, support calls, and even collections calls acroos diverse companies and markets.
A benchmark Service Quality Assessment can be fully customized to meet your needs, but a typical assessment will start with us collecting a random sample of 100 phone calls over a four week period. Our experienced call analysts will complete a detailed analysis of each call from the customer’s point-of-view. Not only do we listen for what the agent said and how he/she said it, but we also listen for policies, procedures, and system related issues that may erode the customer’s experience.
You will receive a detailed management report of our findings, personally presented by a senior member of our team. The report includes detailed data regarding each behavioral criteria we analyzed, a list of policy and procedural issues and implications, and a sortable file of call summaries our analysts provided for each call. Depending on the scope of the assessment you choose, our report can also provide you with individual agent results and comparison.
The great thing about a benchmark assessment is that it provides you with the experience of all that a call monitoring and QA program can provide without tying you down to a long-term commitment of resources. We believe that once you realize the power and value of the data and information a Service Quality Assessment affords you, you’ll want more. That being said, a benchmark SQA will give you great data, a baseline of how your team is doing, and a expertly developed scorecard developed should you want to use it internally. It’s a one-and-done project that gives you maximum value with zero obligation.
FAQ: How do you record the calls?
Our group is not in the telephony hardware or software business. There are many options and solutions for call recording out there and we are strictly platform agnostic. Recording options are common to most business phone systems today. We suggest that you contact your phone system provider to find out what options are available to you. All we need is the ability to make an audio recording of phone calls and a way of accessing those recordings.
Conversation is free! We’d love to talk to you about your research, QA, or training needs. If you fill out the information below, one of our team members will contact you.
Note: c wenger group will maintain your privacy