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Audit and Survey Services
  • Remote Audits
    • 'Mystery Shopping'
    • Our auditors become your customers
    • Valid statistical models
    • Real-life test sample based upon PGL's proprietary call composite which stipulates correct percentages of:
      • DA
        • Residence
        • Business
        • Category Search
        • Government
        • Miscellaneous
        • Listings that require disambiguation (more than 1 option exists)
        • New listings
        • Listings with an expected No Find result
        • Frequently requested listings
        • Aliases
        • Non-pubs
        • Home businesses
        • Fax numbers
        • Caption headers and indents
      • Toll
        • 0 Transfer to AABS
        • Request for Business Office or Repair
        • Busy Line Verify/Interrupt
        • Request for Country Code
        • Request for Time of Day
        • Dialing assistance/call completion (domestic)
        • Dialing assistance/call completion (international)
        • Request for credit
        • Dialing instructions
        • Rate Quotes
        • Request for DA
        • Request for IDA
        • Request for NPA
      • And PGL's proprietary customer composite which quantifies the occurrence of:
        • Customers who spell the name immediately
        • Customer who spell upon request
        • Customers who cannot spell
        • Customers who mumble or have an accent
        • Customers who have incomplete call details
        • Customers who request a nearby versus an exact locality
      • PGL's remote audit model re-creates and measures real-life service scenarios
      • Measures Customer FulfillmentSM and Customer CareSM
      • Measures Customer Delight
      • Measures Automation effectiveness and associated Customer CareSM
      • Measures call phase times
        • Average answer/time to Operator/Agent/Automated greeting etc.
        • Total call time
        • Automation time
        • Operator work time
        • Mid-call delay
    • Customer Perception Studies - Option 2
      • Client feeds PGL customer numbers 'leads' from their DA billing records
      • Prices based upon length of survey and target population
      • PGL can design survey instrument

All Audit/Survey options can be customized/combined to meet each client's need.

 
 

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