Call Critiquing: where can you improve?
The conventional way to measure service standards and identify training requirements is through Mystery Shopping. But have you considered the artificial nature of a ‘Mystery Shop’ call and the subsequent reaction of your staff? The approach to Mystery Shopping can often be formulaic, making it easy to spot by your staff and therefore easy to provide artificial answers. This is why Call Critiquing provides a serious alternative to Mystery Shopping.
Call Critiquing uses ‘real life’ customer contact to provide a measured and documented understanding of staff behaviour and compliance to procedures.
Inbound and outbound calls are monitored and marked against your criteria, making it easier for you to identify trends and spot any areas where training could benefit your team. This service is a powerful tool and will help you increase enquiry-conversion ratios and customer satisfaction-levels dramatically.
Furthermore, we are not just commentators on your business performance, we can help you develop your business and the individuals who make it work, day in, day out.
