With 10+ years of call monitoring experience, J.Lodge understands what it takes to improve the quality of customer interactions. We work with the top cable companies in the nation and have distinguished ourselves as the leading provider of quality analytics.
Our highly trained staff monitors calls, emails and chat sessions and provides analysis offering specific solutions to help your company recognize the problem and correct it. We accomplish this through:
• Monitoring Calls Thoroughly and Objectively
• Identifying Trends and Opportunities
• Performance Attribute Focus Plans
• Follow-up Evaluations on Improvement
We offer the ability to go beyond just evaluating your agent’s performance with a simple yes or no scoring.
Our team is able to provide qualitative feedback that highlights specific behaviors affecting quality. The feedback and recommendations from our team allows you to implement a plan of action that addresses and improves on those behaviors. We are able to provide this through our:
• Quality Call Monitoring
• Mystery Calling
• Spanish Language Monitoring
• CSAT Surveys
• Call Center CSR Training
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