Customer Service Assessment
Improving Customer Service Performance

We INSPECT what your clients EXPECT!

Customer service performance can impact greatly on the overall performance of your company. Capture’s time-tested, customizable Pathways Programs provide the most effective means of evaluating and improving the performance in your contact center, beginning with your company’s customer service reps.

What happens when your customers call into your contact center or customer service department? No matter how much you spend on training or technology, lack of proper checks and balances or failure to resolve problems can result in customer defection.

For more than 10 years, Capture has been implementing assessment services aimed at continuous improvement through objective third-party monitoring and other methods. Our techniques have been instrumental in identifying individual and corporate performance issues for large contact centers and small customer service departments.

Pathways programs use our time-tested evaluation services to measure communication skills, product knowledge, how employees deal with difficult customers or how they articulate difficult or problematic issues over the phone. Through Pathways, we can sample and measure the effectiveness of your overall customer service, compliance to internal or regulatory policies, and operating procedures, and collect information on sales aptitude and other critical employee level information to improve delivery of customer service to your end-customer.   The ability of your representatives to cross- or up-sell may also be evaluated through Pathways.

Following each Pathways session, program representatives receive performance profiles identifying what they did well and areas where training or coaching is suggested.  For Corporate Trainers, detailed trends are provided that allow them to focus their resources first on those areas that have been identified as training opportunities.

Other Pathways professional services to consider:

• Call observation
• Mystery shop
• Service trials
• Quality Assurance (mail surveys to customers)
• Post-transaction assessment
• Service experience evaluation
• Call logging
• Taped assessments
• Combined programs
• Custom programs
• NEW - The Pathways Service Challenge (See "What's New")

Each Pathways initiative is unique to the client, and based on each institution's corporate philosophies, current goals and needs, communication protocols and training budget. Our job is to design and implement an assessment program that best meets each of these needs. Pathways can be combined with any existing internal programs, and data can be delivered to a client in database, spreadsheet, statistical, or any other format for easy integration with other collected data.

Frequently, we offer new Pathways services that can be found on our website. Please click on the “What’s New” tab to see our latest offerings.

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