C³ - Call Center Check

Customers take a range of various contact point to the company for granted. The management of service quality is a major challenge for providers, because good as well as poor service quality is attributed directly to the company. It is therefore important to ensure and retain high quality of customer and prospect management in the long term.

SKOPOS NEXT developed a tool for its clients that conveys a holistic picture of the service quality of contact points through the interdigitation of several measurement instruments, with respect to a cause-effect analysis and the derivation of concrete measures.

C³ module mystery calls
Test calls are staged using real request types and results are evaluated based on objective standards.

C³ module day after calls/POS survey
Real customers and prospects are asked about their subjective feelings, impressions and satisfaction with the outcome after their contact with the company. This is done via the SKOPOS call center or directly at the POS.

C³ module employee survey
Various studies have repeatedly shown that the most productive input came from staff who deal with customers on a daily basis. It is recommended to inquire suggestions for process improvement at regular basis.

Profit through the use of tool C³ from SKOPOS NEXT:

• as monitoring and management system
• as proof of quality,
• through increasing transparency,
• through internal knowledge transfer,
• through improved image,
• through identification of the ’quality screws’.