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Customer Service Audits - Customer Satisfaction Review
How do your customers perceive your company? Are customer calls promptly and professionally answered?
Is your website offer current and easy access for information, how to order and how to reach sales and customer service groups?
Are your staff returning calls and updating their Voice Mail messages?
What can you do to improve customer satisfaction and make sure you are most effectively utilizing your companies investment in technology to best serve your clients?
An increasingly popular service is a review of the quality of response provided by your Company to outside callers.
In the past as long as your Console Operators answered the telephone in a speedy professional manner, then you had nothing to worry about. However, with increased use of Direct Inward Dialing (DID), individual employees are becoming the front-line in telephony response. Have you ever heard old messages and greeting on a firms voice mail when calling a firm? Let us provide a quick audit so you have a clear understanding of how your firm appears to your clients when they call your offices.
It is essential that the response is speedy and that the attitude, tone and vocabulary used are of the standard you would expect when dealing with Customers.
How often do you need to get hold of someone and you get no reply, or the wrong person answers, or you get trapped in a Voicemail system?
We will utilize sophisticated call management software to review the response time and lost calls for all individuals and Operators. We will then conduct a series of test calls to all departments and individuals to highlight if any areas need attention, provide you with a report and recommendations on what areas should be improved to provide better communications between your firm and your Clients.
GIVE US A CALL TODAY TO SET UP A FREE CONSULTATION TO DISCUSS HOW WE CAN HELP YOU.