How well is your business managing customer telephone inquiries?
Is your customer telephone experience building your brand and selling your products?
How can you improve your telephone Customer Experience to more effectively close sales,
generating more value for your business?
The Telephone CE Benchmark uses a unique
measurement system based on very specific criteria. The outcome provides an overall
Benchmark score representative of telephone operators' ability to effectively attract and
service customers. There is a special emphasis on assessing the needs-based sales skills
of Call Centre teams. Assessments are conducted by fully certified Benchmark Analysts who
observe and appraise calls made to each company, by trained Customer Surrogates.
Evaluations deliver actionable results for improving the effectiveness of Call Centre
teams.
The Telephone CE Benchmark helps you to:
Objectively assess customer experience from your inbound telephone contact centre.
Identify gaps that exist against customer expectations through the telephone channel.
Identify specific opportunities to improve the sales skills and knowledge of call centre
staff.
Identify specific opportunities to improve the attitudes and behaviour of call centre
staff.
Identify improvements required for a company's internal quality monitoring.
Identify how to enhance a company's internal coaching and performance management
programs.
Develop strategies to improve contact centre performance, contributing to overall
business growth.
