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Category Archives : Scan
Making the right impression at the first point of contact with customers is key to securing their trust and forging a strong relationship. For many businesses the 1st contact is often by telephone, so it is really important that staff make the right first impression. So measuring what is said on the telephone, and the […]
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Parts sales is one of the biggest profit lines for any manufacturer, and like car sales the manufacturer relies upon the dealers to do a good job for them. Most Dealers do an OK job, but is that enough? Subaru and Isuzu didn’t think so as Gary Langford, General Manager Parts Operations explains “Using the […]
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Our Customer Experience Manager holds regular training sessions with our team of dedicated staff members to keep them up to date with recent product developments, analysis techniques and best practise. Today we are holding the 1st training event of the year with the team at our head offices in Twickenham. The training today is especially […]
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Our clients experience SCAN call analysis. Our already experienced SCAN analysts hold regular training sessions to calibrate what they do, keep up to date with the latest techniques and industry trends and also share experiences and knowledge. Our Customer Experience Manager holds regular training sessions with our team of dedicated staff members to keep them […]
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This morning Kathryn our SCAN Manager initiated a call calibration session. SCAN (Sales Call Analysis) is a service where we score customer experiences by analysing client call recordings. We hold calibration sessions regularly. In those sessions all our analysts, known as Scanners, get together and are invited in to jointly score calls in order to […]
Continue Reading »The emphasis on customer care pervades every sector of our industry. We have just finished a pilot of Call Recording and Call Analysis (SCAN) for an NHS hospital. They deal with thousands of patient calls every week and were keen to understand and improve the patient experience they were providing in conversations which, by their […]
Continue Reading »Does traditional telephone mystery shopping give an accurate picture? Traditional telephone mystery shop exercises are still used by many businesses to gain an understanding of training needs of their staff and representatives. Bust does this method really offer an accurate picture of individuals skill sets? I believe that traditional telephone mystery shopping does have its […]
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