ANALYSIS AND MEASUREMENT IN CUSTOMER CARE

• » Analysis and Diagnosis of Customer Satisfaction
• » Measuring the Quality of Service
• » Research on Reasons Customers Leave
• » Systems Analysis of Complaints and Grievances,    the Dissatisfied Customer and Critical Incident
• » Internal Audit Departments Linked to the    Customer´s Attention
• » General Telephone Service Audit
• » Audit of Call Centers
• » Analysis of Customer Satisfaction on the Internet    (chat rooms and forums)

General Telephone Service Audit

Has your company projected a positive image through the phone?

Do you know how much time your company has invested in telephone contact with each customer and the profitability of these?

Do you know which elements are key to providing quality telephone service at your company?

Do you know what knowledge updates on the optimal use of the phone by the different departments that come into contact with the customer?

Do you know how to determine what phone quality standards exist in your business?

Achieving a sense of satisfaction once a client has completed the call is vital for the loyalty of the customers of any company, for the image, and to transmit in general, trust and security.

The image conveyed in a telephone contact whether good or bad, is hard to erase. Each call to a customer or potential is a tremendous opportunity to build customer satisfaction and increase the link between these and our company.

• Flint works to:
• . Analyze and measure the objective quality and compliance with the standards of your company´s service.
• . Identify the critical points and areas for improvement.
• . Determine under what circumstances it is advisable to outsource the service.
• . Design and implement training plans for a correct call.
• . Analyze the commercial use of the telephone in your company about products and services.

The call center is the public face of the company and therefore all our efforts should go for it to be excellent.