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How confident are you that the contact center is measuring call quality objectively and consistently?
Our surveys come with value added where it matters. We have unique expertise in assessing behaviors (soft skills.) The following steps are included in our process:
- Review your evaluation template and agree precise assessment criteria.
- If there are any gaps (especially soft skills) we will offer to include these in the survey.
- Sample of calls for each section in the contact center will be copied from your recorder.
- We will evaluate the calls using Qcoach Evaluate.
- We will present the results and supply you with the evaluated calls and data together with Qcoach Evaluate.
- You will be able to using the reporting system to generate the reports of your choice.
- You will be able to compare the contact center’s internal scores with our scores, both at headline and granular level.
- Qcoach Evaluate’s functionality includes the ability to compare a team leader’s evaluation against the ‘expert’s evaluation’. From this it computes an Alignment Index i.e. how accurate is their evaluation. This functionality is used to assess each team leader’s evaluation competencies and identify weaknesses at granular level.