Research show that out of every 100 calls taking place, 1 to 5 are mistreated. Randomly listening to calls is therefore very ineffective and the alternative of waiting for customers to complain or just leave is simply not a valid option in today’s competitive market.
Monitor the customers’ satisfaction from the level of service, the products, procedures and the organizational operation.
Key Performance Indicators and reports are easily created to reflect objective data for management use.