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Testing of Phone Services
Testing the quality of work of your company employees that answer the phone calls, will make you able to get an independant view of what information your customers get.
This information is especially important in the early stages of advertising actions for checking the employees' knowledge of the new offers. If you get this information in time, you will be able to correct them by the means of additionsl trainings, that would result in more profits from more skillful work of your specialists.
If you order this sercive, you will get not just the analitic report by itself, but also the records of the conversations with your employees made during the testing.
Three groups of characteristics are being tested:
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formal knowledge of your employees (content of the answer, information about you new offers, etc);
- informal characteristics of the conversation (general tone of the conversation, greeting, ability to eliminate conflicts, etc);
- technical characteristics of your phone service (how quickly the call is answered, how long the queue takes, percentage of call lost at the transfer, etc).
We can do the same for controlling your dealers', your distributors' or your competitors' work.
An example of such a report you can see here (sorry, yet in Russian only)
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