Customer Service & Sales Skills Measurement
|
Free Consultation
Call 866-463-8638 for a free
consultation to discuss with our partners or top
staff how we can help you make better business
decisions. “Capture was there for us
every step of the way...When we
extended that to a new line they helped us develop our
script, they made great suggestions on how to conduct a
successful survey, they had great ideas, but they wanted
the process to be customized enough to meet our specific
needs. ..."
Bond Transfer
Agent |
Capture Pathways provides
benchmarking and ongoing analysis of your front-line customer
contact or sales personnel to identify employee strengths as
well as opportunities for improvement. With almost 20 years of
evaluating customer service skills combined with your company’s
need to capture vital information, we can create a
custom-tailored program that best meets your needs and business
objectives.
Program Benefits
What do your customers think about your
company's customer service efforts, and your effectiveness in
serving them?
Our customer
service assessment programs measure the effectiveness with which
your call centers serve your customers and determine the extent
front-line customer service agents are meeting, exceeding, or falling short of
your standards and
expectations.
Retaining customers can be extremely
important for maintaining or increasing profits, yet it is an
area often neglected by many companies. For many businesses, it can
be much more efficient spending time and resources retaining
existing
customers than acquiring new ones.
A modified mystery shopping program provides the most
effective way to measure the organization's strengths and weaknesses in serving customers, in areas such as sales
and service techniques, communications skills, product
knowledge, cross selling abilities and more. Collecting the best information possible
will translate into:
- Receiving trends so that you can focus training
resources more effectively
- Identify the "super-performers" and reward them for
doing the job the right way
- Determine products or services that are not being
cross-sold and create awareness
- Better handling of problems
- More effective training based on employee
individual program results
- A greater understanding by employees of the importance
of their job
- Greater employee retention and happier employees
- Minimizing the number of customers who seek out
competitors
As with all our services, we analyze your
current program, employee expectations, short and long term
goals to provide the best program possible and insure that
results can be measurable.
Capture Services
- Modified mystery shopping of call center personnel
- Call observation programs
- Baseline, benchmarking and analysis based
on archived recorded interactions
- Post-contact quality analysis
- Continuous improvement programs
- Comparison to other work groups and the
entire organization
Capture provides several advantages over
competitors that have made us a leader in the field of
information collection, analysis and reporting. Our services
have been used in small and large companies and the program each
time has been modeled to meet each client's specific needs and
objectives. See Capture Advantage for more
information on how our resources can be used to design and
implement a Pathways program for your organization today.
Program highlights of our Customer Service
and Sales Skills Measurement program:
- Designed to communicate what is expected
in terms of service standards
- Results that include representative-level
reports focusing on what the employee does well and areas
where training and coaching may yield significant
improvement allowing the employee to succeed
- Individual training tips are generated
following each assessment period and provided to the
representative based on your corporate standards and their
results
- Development of corporate or departmental
policy guides/handbooks designed to communicate what is
expected in terms of service standards
- Identify localized or corporate trends and design
training programs around them
- Measure what is important to your business - add your
philosophies and goals to the program to make it your own
Applications and
Examples
- General telephone techniques and courtesy
- Soft skill measurement
- Product and service knowledge
- Sales and ability to up-sell
- Problem resolution/dealing with complaints
- Call to action
- Compliance or security issues
- Above standard performance/unacceptable
performance indicators
- Measure agent awareness/knowledge of new
product features and benefits
