PGL in Russia

Paisley Group International has established a presence in Moscow to offer telecommunications consulting and audit services to Russian and CIS telecommunications companies.

Paisley Group International is a premiere auditor of Operator and Information Services and is the leading provider of call center consulting services in the UK, Europe, Russia and CIS. It is a subsidiary of The Paisley Group Ltd which is the premiere and most trusted auditor and surveyor of operator, database and call center quality in North America.

The combined operator services experience of Paisley's
highly experienced staff totals over 150 years.

Paisley counts among its clients some of the largest telecom companies in the world. We provide a myriad of audit, survey and consulting services for the following services and experiences:

DQ
Enhanced Information and Concierge services
Toll/Assistance
International DQ
Relay services
Services delivered via automation
The Customer experience

Development of models that measure all processes and consider all stakeholders
Use of models that support continuous improvement via root cause analysis

Customer Fulfillment^SM (accuracy as a function of database, operator and system accuracy)
Customer Care^SM (measuring the balance of customer advocacy and call-handling efficiency)
Operator adherence to protocols
Automation performance/effectiveness

The ability to benchmark with the industry, the "best in class" provider or your competition completes your quality program. Paisley's semi-annual Performance Index^SM provides the quality results of the leading DQ providers as a benchmarking tool. Test calls are placed to major DQ providers by Paisley auditors via a mystery shopping process and using a 300-listing test sample which is built to mirror typical DQ listing requests and customer characteristics.

Design of survey instruments for
- Customer perception/satisfaction
- Market research
- Benchmarking
Conduct surveys
Statistical analysis

Technical
Call-handling
Communicating with C.L.A.S.S.^SM - Operator training on handling calls and customers with care, professionalism and aplomb

These studies identify gaps in operations and provide tools and recommendations on how to fill the gaps in the following process areas:

Audit all operational processes including:
- Hiring
- Testing
- Training - Content and Delivery
  - Keying strategies
  - Operator adherence to practices
  - Effect of practices on quality and efficiency
- Coaching effectiveness
- Supervision
- Database accuracy
  - Data processing and consistency
- Internal quality processes
- Force management
- Budgets