Our methodology measures Customer Fulfillment^SM, Customer Care^SM and Voice Delivery which are based upon traditional courtesy, accuracy and productivity measures. These measurements have been developed from our Focus Groups responses to what they perceive as satisfiers, or dis-satisfiers and the thousands of hours we've spent monitoring calls.  PGL also measures Customer Delight, that elusive but attainable condition of surprising customers with demonstrated aplomb, super-professionalism, sensitivity and understanding within objective work time boundaries. These powerful quality processes have been refined over 25 years to give you the insight you'll need to outperform your competition.

What Customers Want

Agents have limited time to care for customers but customers tell us they value the feeling of confidence when they perceive that an effort is being made on their behalf. The key is in knowing how to give customers that feeling during the call interaction. Acknowledging customers throughout the call and, as an overlap, telling them what is being done on their behalf, are two ways to give callers 'eye contact over the phone' or, the feeling that the operator is being their advocate.

Customer Fulfillment^SM

Customer Care^SM

In this competitive environment, companies must provide outstanding customer service in order to retain them, and to convince new ones. How companies care for customers is the differentiating factor in environments where there are many similarities in products and services. Customer Care^SM  is demonstrated when customers feels that a competent, professional agent made the overall call experience a satisfying one. Unlike many subjective measurements of customer service, Customer Care^SM measures an array of specific, measurable behaviors. Any subjectivity has been removed from the evaluation process. Standards are clear and objective.

Voice Delivery

The voice delivery is a significant factor in connecting with your customer. Agents that use their entire “vocal orchestra” to communicate provide the WOW factor. The call “flows” and is very polished. The agents goes the extra mile to empathize with the customer to help calm them down (Hothead) during an emotional interaction. They provide a calming influence, and take the time to ensure everything is okay.