Step 1: Call recording & accessing the data
Our process begins by working with your real data accessing call recordings. This data can either come from your existing call recording platform, which we’ll integrate into, or alternatively we’ll provided a call recording solution.
Once your call recording data has been made available, we’ll move on to the monitoring, listening and review.
Step 2: Monitor, listen & review
At this point, our large UK-based human review team listens through the call recordings and identifies the criteria you’re interested in. We then assess each call providing an accountability measure based on your companies’ criteria and expectations.
Our straightforward reporting suite then displays performance and results to your specification.
We specialise in sales and service call monitoring, as well as compliance checks and adherence to company procedure, offering a straightforward reporting suite providing performance results.
Many customers use our service to generate call monitoring data to increase awareness and develop their teams internally. Alongside this, we offer both field-based and online coaching solutions.
Step 3: Coach, Develop & Repeat
The insights gained from each individual call review are made available to you, providing a benchmark on team quality and performance.
This data allows you to strategise improvements based on our critiques. While you may use your own staff for this step, we offer and recommend online and field-based coaching and development from our experienced consultants, ensuring your team can effectively utilise our provided insights and solutions.