Improve your customer service with our scripts, answers and statistically valid evaluations.

Objective Associate Monitoring | Deliverables:

Our QCI™ (Quality of Customer Interaction) Scorecards.	Clear methods for getting more value from frontline staff.	Web-based dashboards that enable you to monitor your results anytime, anywhere.

Mini Evaluation: see how one of your interactions rates.

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Objective Associate Monitoring | Advantages:

• Interaction Metrics QCI™ Reports segment customer service information in numerous ways to pinpoint the specific nuances that make or break customer loyalty. 
• Typically, our reports identify 10-20 ways to improve your customer service immediately.
• Statistically Valid Results: Call centers and other customer service teams simply don't have the resources to evaluate a statistically relevant number of cases and establish solid sampling procedures. That's where we come in.
• Multiple Views & Benchmarks: When relevant to your objectives, our Customer Service Monitoring includes evaluating competitors and comparable companies. In addition, our monitoring can include web self-service analysis to increase use of FAQs.

The vast majority of Customer Service Monitoring relies on generalized standards and inadequate sampling. For companies that differentiate on customer service, that's a problem. When standards and sampling are not up to snuff, companies get a blurred and imprecise read on their customer experience, making them out touch with their customer service and unaware of what it will take to improve.

In contrast, our clients always get accurate customer service evaluations and know exactly how to improve because our approach to Customer Service Monitoring combines statistical measurement with nuanced conversation analysis.

Moreover, our Customer Service Monitoring includes sophisticated Interaction Optimization and Interaction Re-Dos. This isn't just a nice addition to Customer Service Monitoring, it's key. Interaction Optimization shows your managers and associates how to state things differently to dramatically improve your customer service. After all, if monitoring doesn't actually improve the customer service, what's the point?

Learn more about our approach to customer service evaluation with our free Mini Evaluation.

Our Customer Service Monitoring Process

We can get going with Customer Service Monitoring in two ways: We can set specific and branded Quality Assurance Standards or, we can bypass this step and use our Best Practices Criteria to establish QA for your team.

Customer Service Monitoring Frequency:

We are available for pilot programs as well as daily, weekly and monthly Customer Service Monitoring programs. Let's discuss your Customer Service Monitoring objectives. This way you'll know if we could be a good Customer Service Monitoring resource for your team. For more frequent monitoring, our web-based dashboard is a great way to stay on top of your results.

Get started with a free customer service Mini Evaluation.

What we call customer service monitoring you might call: call center monitoring, email monitoring, chat monitoring, mystery shops (aka secret shops), third party performance ratings, customer experience observation, quality monitoring, call center evaluation, agent performance monitoring, customer service evaluation.