Our customer service analyses allow our clients to identify and monitor key issues facing their staff representatives and implement the necessary changes to improve efficiency, productivity and sales.

Create customized customer service scenarios:

Challenge your staff or those of a competitor with specific customer service scenarios designed to evaluate technical and product knowledge, ability to handle difficult customers (“escalation” scenarios) and general expertise. 

Generally done over the phone, this analysis has proven to be an invaluable service to our clients, allowing them to:

• Assess professionalism and competence of their representatives
• Evaluate customer retention techniques
• Monitor phone house vendors, answering services and other out-sourced personnel

As with our mystery shops, all information is ranked on a 1-5 Likert scale and can be benchmarked, enabling the client to gain a relative ranking of their own staff as well as the competition.

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