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Customer Service Assessment
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 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 or 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. Standards are designed where none exist or we collectively identify standards and communicate what is expected to existing reps and new hires. 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. In addition to measuring “soft skills” and mechanical protocols, we may introduce a series of perception attributes that signal other unspoken traits to the customer. The ability of your representatives to cross or up-sell may also be evaluated through Pathways. Depending on the program designed for your company, product scenarios may be developed with your assistance, to be employed in a given cycle. Representative verbatim comments are captured and incorporated to these profiles. Following each Pathways session, program representative receive performance profiles identifying what they did well and areas where training or coaching is required. A multiple choice option is available as well. For Corporate Trainers, complete detailed trends are provided that allow them to focus their resources first on those areas that have been identified as training opportunities. Of particular interest to all of our clients are the training profiles created for each Pathways program participant. These profiles are customized for each representative and identify their respective performance in each skill set against standards. Complete with multiple scoring routines, Pathways provides each participant with objective feedback, complete with company approved training tips, Other available programs include:
Each Pathways initiative is unique to the client, and based on 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, statistical or worksheet format for easy integration with other collected data. Frequently, we offer new Pathways services that may be found on our website. Please click on “what’s new” to see the current offer.
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