There’s no better way of doing this than having Service Elements randomly listen in on calls and evaluate what your customers are hearing from your employees. Service Elements will then establish your company’s service-level benchmark rating, identify system-wide strengths and weaknesses and, if desired, point out any opportunities for individual improvement.
These results are presented and discussed with management, after which, Service Elements designs custom workshops and coaching sessions for call center employees that will reinforce their strengths and address any weaknesses or opportunities for improvement.
The workshops are highly interactive involving a great deal of role playing. Their length is dependent on the information that needs to be covered. Sessions typically have between eight and 30 people.