english
Groupe Impress Plus Inc.
Services
About
Placement
Contact
Our Partners
Français
Mystery Calling
Call Evaluation
Customer Satisfaction Assessment
Contact Center Assessment
Ongoing Training
Services Employers
Selection employers
Advantages Employers
Guarantees employers
Turnkey Solutions- Mystery Calling Quote assessment
Customer Profile Information
Company name
Contact person
Title
Telephone
E-mail
1. Number of call center agents:
2. Products or services offering:
3. What are the opening hours of the Call Center?
4. What are the hours of peak call volume?
5. Do you want the Mystery Calls to be made during the peak call periods?
6. Do you have an internal call recording system?
7. What is the average call handle time?
8. What is the average hold time?
9. How many calls per day does your Call Center receive? How many per month?
10. Do you have sales objectives for the CSRs in your the Call Center? If yes what are they?
11. How many Mystery Calls per agent/per month would you like evaluated?
12. What is the most common type of call received in your Call Center?
13. What are your current challenges in the Call Center?
Systems
Courtesy of agents
Lack of product/service knowledge
Low Customer Service Level
Problem resolution skills
Repeated calls
Too much information/not right information
Lack of time to Evaluate Calls
Lack of time to train/coach the agents
Lack of Customer Follow-up
CSR Retention
Lack of procedures
Other
Other challenges
Systems
Courtesy of agents
Lack of product/service knowledge
Low Customer Service Level
Problem resolution skills
Repeated calls
Too much information/not right information
Lack of time to Evaluate Calls
Lack of time to train/coach the agents
Lack of Customer Follow-up
CSR Retention
Lack of procedures
Other
<Add New Choice...>
Please explain
Courtesy of agents
CSR Retention
Lack of Customer Follow-up
Lack of procedures
Lack of product/service knowledge
Lack of time to Evaluate Calls
Lack of time to train/coach the agents
Low Customer Service Level
Other
Problem resolution skills
Repeated calls
Systems
Too much information/not right information
14. What are your expectations?
15. When would you like us to begin this service?
Comments:
Site web
fabriqué avec CreateurWeb.ca
Propulsé par DesMondes.com
