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)

Audit of Call Centers

Do you know what the key qualitative and quantitative indicators to monitor and control the quality of your call center are?

Do you know if your company takes advantage of all opportunities offered by your call center?

Do you know how to reduce costs through proper planning of staff and their hours?

Does the CRM strategy that we made through the call center bring us closer to our customers?

Do you have the right people to profile the characteristics of your call center?

Call centers have become an increasingly necessary tool for companies and institutions who have to manage large volumes of phone calls.

But this tool involves highly complex issues such as:

• . The measurement of service provided
• . The operation used and the treatment of databases
• . The selection and training of human resources
• . Manualization and procedures
• . Monitoring and continuous improvement of service and quality of their plans.

Flint, with our own methodology, scrutinize, analyzes, and track your call center through:

• . The identification and analysis of key performance indicators (KPIs) of your call center.
• . The analysis of the proper use and availability of information technology systems designed    to provide information to customers, the integration of databases for contact with    customers, etc..
• . Analysis of their call centers internationally
• . The creation of training plans and motivation for their teams.

The call center can be the best partner for your company or the main factor of dissatisfaction for your customers.