We Are Experts In The Science of Call Monitoring

Find Out How We Save Money, Increase ROI and Build Customer Satisfaction Through Advanced Analytics, Expert Knowledge and Rigorous Testing.

Our Process
Harvest Data

We have an appetite for more data.  It starts with Quality Assurance monitoring and is paired with our software and your data feeds.

  • Quality Assurance Monitoring
  • CRM Data Feeds
  • Speech Analytics
  • Ticketing system
  • Telephony Data
  • CSAT
Analyze Data

We compare our QA data against all the other data feeds to identify trends.
Here are some examples:

  • First Call Resolution
  • QA vs CSAT trending
  • Handle Time vs Conversion
  • Hiring Manager Effectiveness over 6 months
  • Compliance training effectiveness
Recommend Action

Bad recommendations can happen to good data. J.Lodge will help make sense of all the available data and provide actionable recommendations that drive real change in your centers.

  • Training redevelopment
  • New Hire Agent Certification (administered by J.Lodge)
  • Hiring target development
  • Knowledge Base redesign
  • CRM/Tool redesign
  • Call Center Benchmarking
Business Intelligence Is Our Business
Our Expertise