ServiceEnsure: Evals & Coaching
ServiceEnsure Graded Call Evaluations & Coaching
When it comes to customer care, you get what you inspect, not what you expect.
Organizations like yours invest tremendous resources to improve the service levels offered by team members. How can you be certain your training efforts are translating into a better experience for your customer? Telephone Doctor offers a turnkey graded call evaluation and one-on-one coaching service known as ServiceEnsure.
Select from two distinct monitoring solutions to target your specific needs:
- We'll conduct and capture anonymous recordings (mystery shopping calling)
- Grade actual ‘live’ client conversations (telecom granted access) or client-provided recorded calls
Robust Web-Based Tracking & Reporting
ServiceEnsure includes a robust web-based tracking system to compare results over time and at multiple locations. This real time management information allows your team to benchmark starting points as well as easily identify your highest performers or those with the most opportunity for improvement. Being able to calculate closing rates allows for easy calculation of return on investment for your training initiatives.
Each conversation will be reviewed, evaluated, and scored based on Telephone Doctor customer service standards.
Categories of Evaluation Include:
- First Impressions
- Tone of Voice
- Rapport Building
- Ownership of Call
- Listening Skills
- Determining Needs
- Professionalism
- Problem Solving
- Summarizing
- Last Impressions
In addition to the graded call evaluations, every other week our Coaches conduct a ten minute phone-based review session with your team members. Each call will include an audit of a recent call, proper application of Telephone Doctor standards and agreed upon action steps to improve performance.
The monthly investment in ServiceEnsure can range from $44 to $85 per graded call and is dependent on factors such as the number of calls which are evaluated each month as well as whether the optional one-on-one coaching is included. Contact us today to learn more about this robust follow up "insurance plan."
For a personalized quote and full details, please contact Cheryl Thiede at 314-291-1012 or cheryl@telephonedoctor.com.
Live Training
What our customers are saying
We are really pleased with the process and service. It was certainly an eye-opener and enlightening!
Finger Lakes Medical Associates
Geneva, NY
Our staff was very surprised on how they came across to others. The mystery calls were very beneficial to us.
Leading Real Estate Companies of the World
Chicago, IL
The information has supported our own internal evaluations and is beneficial as we move into the next phase of the project.
Nazdar
Shawnee, KS