Call Center / Service Center - Improve the customer experience with mystery shopping
Mystery Calls, Mystery Emails, Silent Monitoring and Correspondence Analysis
Call centers and service centers are an established, important instrument for ensuring efficient and personal customer contact. The training, motivation, and behavior of call agents determine the quality of customer contact.
concertare provides a modular, integrated quality development system for internal and external call centers. The quality development system includes modules for systematic measurement, communication and (post-)training of call agents "on the job". The methodology takes into account the multitude of possible, different tasks, that arise in the call center.
SERVICES MAINLY USED IN THE CALL CENTER, SERVICE CENTER, AND CUSTOMER CENTER
- Mystery Calls
- Mystery Emails
- Test letters
- Call monitoring
- Silent Monitoring
- Correspondence Analysis
- Employee training (blended learning)
- Employee surveys