Our Team
Our auditor team consists of highly trained professionals who have many years of call center experience with some of the largest call centers in the country. To ensure accuracy and consistency our management team has developed a training and monitoring program based on our “6C's.”

• Trainers listen to a sampling of recorded auditors’ calls daily.
• Recorded test calls are sent to the auditor team monthly to be scored by auditors and reviewed for calibration.

• Management reports track Customer Care charges, and ensure that test calls are being placed according to the required call distribution.
• Management reviews the recording for any record where an error has been charged.

• Feedback and coaching sessions are routinely conducted along with regular calibration calls.
• Company practices are reinforced.

• Custom Paisley software allows call characteristics to be pre-set and controlled (e.g. scripting, timing, dialing).
• Strict process control reduces the chance for human error.

• The “Auditor Community” coaches, calibrates and learns from each other.
• Discussions, sharing and updates keep auditors fresh, informed and in-sync.
• Continuous auditor performance reviews.

• Auditor’s compensation is above industry average to attract and retain professionals.
• The culture makes the position one that is valued.

Audit / Survey Programs

Remote Audits

PGL auditors place live mystery shopping calls into your customer service operators using a scripted call distribution to ensure that all operators are measured over the course of the call centers hours of operations. Remote audits can be performed in a variety of different languages (Spanish and French are the most common alternatives). Call quotas vary based on a number of criteria such as the number of call centers being measured and the overall call volume to reach a statically significant sample with the lowest Margin of Error. Each call is assigned a call type and scripted. During the call, the auditors will apply Paisley quality measurements. The interaction with the call center operators is recorded and call quality characteristics are annotated in our database. Every call is checked by a senior auditor and then approved for inclusion in the results. Reports are customized to your specifications; sample reports are available upon request.

Customer Satisfaction Surveys

PGL has many different types of customer satisfaction survey instruments at our disposal, such as  Live interview, IVR (Interactive Voice Response), Email and Online surveys. However, our specialty is live-agent surveys.  All our surveys are designed specifically for our clients based on business objectives. With our calibrated surveyors, we are able to probe when necessary during the interview to insure the customer understands the question and the scale on which to grade your performance. The live interviews are recorded for your review and post-coding. We know that our studies produce significantly more meaningful results and root cause data for continuous improvement.

PGL works with many national and worldwide brands to improve customer service by collecting timely, actionable feedback about their customer service quality. We can perform interviews immediately after a customer’s interaction with your service while the memory of the experience is still fresh. The shorter delay between the customer interaction and the survey,  the less external influences may skew your customer’s perception of your service. Using our state of the art reporting and powerful analysis tools, we can provide insights into your customer’s perceptions that will help you make process improvements that directly influence customer's purchasing decisions.

On-Site Audits

PGL auditors travel to your call center and observe and document the entire agent/customer experience from a remote observation position. We use the same quality methodology for grading call interactions. On-site audits provide deeper operation measures, our auditors can observe more details of the call center operations such as prescribed versus actual agent operational strategies, call center policy adherence and other behaviors and processes that can impact call center performance.

Hybrid On-site Audits

The Hybrid Audits are the most productive and informative studies we offer.  PGL has incorporated our Customer FulfillmentSM, CareSM and Voice Delivery methodology with our Customer Satisfaction surveys. This audit provides a 360-degree-view of customer satisfaction and call quality.  The study allows for a correlation of quality results with customers’ responses to CSat questions. This combination can be a very powerful tool in understanding customers’ satisfaction ratings, as it compares customer perception with quantifiable call quality measurements. While CSat surveys provide the “voice of the customer,” PGL Quality Audits provide the actual root cause data for continuous improvement.

Using both of these powerful tools together allows you to identify measurable behaviors that customers don’t like, and uncover any difference between what your company and your customers view as service requirements and customer satisfiers.  It will also allow you to understand the extent to which external influencers skew customer perceptions of an excellent call and isolate any biased perceptions from actual Customer Satisfaction.

Call Quality Monitoring

PGL will listen to live calls or recorded calls and apply the same Customer FulfillmentSM, CareSM and Voice Delivery methodologies. We can also incorporate Customer Satisfaction Surveys as well to produce high impact results. Call us today to discuss your needs and let us design a Quality program for you.

Speech Recognition Accuracy Audits

Since 2003 The Paisley Group has been a pioneer in Speech Recognition (SR) accuracy and customer satisfaction.  PGL SR accuracy audits have played an integral role in SR system deployment for a multitude of companies in the Directory Assistance space.  Our customer satisfaction surveys and focus groups have allowed us to identify which aspects of Speech Recognition customers like and dislike, and to make recommendations based on these results.  Our SR audits are developed to provide actionable feedback for systems Speech to Text and Text to Speech functions in any customer setting.