Paisley has 25 years of experience in call center analysis. No other company has done the level of “live audits, benchmarking, statistical modeling, survey analysis, database indexing for call centers than The Paisley Group.

Paisley differentiates itself from the competition through our experienced Audit staff.  Using Live Audit techniques, our auditors are trained and calibrated to provide a consistent measurement throughout each of our campaigns.

Call Center efficiencies and related cost reductions are achieved through measurement and monitoring by  experienced and trained staff that can identify key issues to improve the center’s and operations efficiencies.  The Paisley Group's highly trained auditors are experienced in call center analysis and monitoring, have worked or been agents in many business segments as well as worked within onshore, near shore and offshore operations

The 6C’s

To ensure accuracy and consistency The Paisley Group has designed and implemented a program for the auditors and programs with the 6C's.

• Auditors calibrate measurements on established benchmarks

• Trainers monitor ongoing activity

• The “Auditor Community” interacts, calibrates and learns from each other

• Discussions, sharing and updates keep auditors fresh, informed and in-sync

• Management reports track test calls, call distribution, and related charges to ensure accuracy and consistency
  

• Rapid issue resolution is through tight accounting controls
  

• Auditor’s compensation is above industry average to attract and retain professionals

• The culture makes the position valued