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Will your customers remain your customers if your Agents are ineffective? You don’t get a second chance when a customer has a bad agent experience. Therefore, a call center has to maintain a comprehensive tracking mechanism to ensure the effectiveness of their agents and retrain when necessary. The Paisley Group Hybrid Audits are the most cost effective study for the value delivered. These productive and informative studies offer correlated call quality results with customer satisfaction surveys. The Customer FulfillmentSM, Customer CareSM and Voice Delivery methodology together with our proven Customer Satisfaction surveys provide a 360-degree-view of the customer experience. This powerful combination improves the satisfaction ratings value, as it compares customer perception with quantifiable call quality measurements. While customer satisfaction surveys provide the “voice of the customer,” Paisley Call Quality Audits identify the actual root cause data that leads to improved processes, better training, greater cost control and increased margins. Using these powerful tools allows you to identify measurable call center behaviors that customers do not like, and uncover any difference between what your company and your customers view as service requirements and customer satisfiers. The combined audit highlights the extent to which external influencers skew customer perceptions of an excellent call and isolate any biased perceptions from actual Customer Satisfaction. |
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