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Customer Satisfaction Surveys |
| Customer loyalty is a major contributor to sustainable profit growth. To achieve success, you must make superior service second nature to your organization. A seamless integration of all components in the service-profit chain, employee satisfaction, value creation, customer satisfaction and customer loyalty links all the critical dynamics of top customer service. Where Does Your Service Level Stand? • Are you becoming a Commodity?
• Are your customers advocates of your product? • What are your true customer perceptions? • What do you know and what are you doing about it? J.LODGE IS YOUR SOLUTIONJ. Lodge Analysts conduct customer satisfaction surveys that dig deeper into the real answers when the limitations of e-surveys will not allow for flexibility. We go directly to your customer in a highly customized format of customer surveying. Your dedicated team participates in a pre-survey series of calibration sessions leading to a full understanding of your needs to allow for the most effective collection of critical data. Our analysts expertly contact your customer base to get the real story of how they feel about your company. Each recorded and analyzed call can be available online for your future reference and customization. We specialize in tailoring our approach to fit your needs. Armed with this information, your J.Lodge Customer Satisfaction Survey can deliver exceptional customer loyalty and satisfaction and give you a Competitive Edge. Features:• Dedicated and Highly Qualified Analyst Team
• Post Customer Survey Sampling Plan • Trending and Opportunity Analysis • Consultations during and post Survey • Online Access to your Survey Database with customized dashboards • Data manipulation to fit your needs • Data presented in an easy to use format |
Mystery Calling |
Do You Really Know?• How long a prospect or customer has to wait before the phone is picked up?
• What customers experience in their telephone contact with your company? • How often a customer is put on hold until he or she can speak with the competent person? • How requests and complaints by telephone are captured, processed and analyzed? • How effective your cross selling and closing techniques are? J.Lodge Mystery Calling Can HelpJ. Lodge mystery calling (aka mystery shopping) programs allow precise measurement of specific core competencies. Mystery shops or mystery calls can be placed to an inbound call center within a concentrated time frame providing vital intelligence quickly and accurately. As with all J. Lodge programs, each call can be digitally recorded and provided along with the call score card through MyQuality for your immediate access. Coaching comments by your J. Lodge Analysts are included with each scorecard utilizing time markers to allow for the most efficient use of information right to the agent level. Management reports are also provided along with a predefined schedule of management meetings with the J. Lodge Client Strategies staff. Our Mystery Calling programs will deliver the most precise verification of your specific procedures and training. FEATURES• Dedicated Highly Trained Analyst Team
• Predefined Mystery Call Sampling Plan • Digitally Recorded Calls Available • Web Accessible Scores • Data Reports with drill down • Monthly Calibration Meetings • Instant Notifications Why Mystery Calling?Mystery calling is the industry practice that serves as a verification of set company policy and procedures along with evaluating the customer service experience conducted over the phone by a 3rd party with a company representative. Our Mystery Calling program is able to test for you, how your personnel handles this great responsibility. We can carry out a full remote evaluation of your telephone quality service levels using our trained team of expert mystery callers. We will contact your call center and test your levels of call quality using real life call scenarios. We will partner with you in developing call scenarios to ensure that the areas we test are the key areas of service in your company. |
Call Center Training (Representative) |
Nothing is more essential than the contact that a call center representative has with your customers. It is essential to the center and to your business that they are given the right training, attention, tools, and incentives to make them successful. When your agents are successful, the contact center will be successful. It is important to have confidence in the call center that you choose as they are an extension of your business. It is important to have confidence that your center has highly qualified and trained representatives to handle your calls.
OUR TRAINING PROGRAMAt J.Lodge we know that having well trained employees is the only way to offer consistent high quality customer service. We will help you to develop and implement training for your call center workforce. From the initial training through follow up at 30, 60, 90 days and beyond, we can help you with this important function. Our training departments consist of quality professionals of all levels that will teach out our innovative methods of improving your quality care program. Then as call monitoring reveals areas where additional training could enhance customer service, we help you to develop and implement a plan that will result in measurable improvement in customer satisfaction. Let us help you prepare your employees for success as they begin their careers and then Help them to continually become better representatives of your company. Our Training Focus Revolves Around:• The Roles and Responsibilities of a Call Center Staff>
• Preparing Yourself to Deliver Quality Service • Communicating Successfully • Building Trust • Telephone Verbal Skills and Vocal Quality • Problem Solving and Decision-Making • Handling Difficult Customer Situations • Managing Your Time and Multi-Tasking • Controlling Your Stress Level
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Spanish Language Monitoring |
Does your call center receive calls from Spanish speaking customers? How do you monitor these calls for quality assurance? Today, the Hispanic population is estimated at over 40 million people and is the fastest growing demographic in the United States. If you haven’t yet considered creating a focused marketing effort or uniquely providing customer service options to this group of customers, they may be turning to your competitors. These calls cannot be ignored.
About The U.S. Hispanic Market:We have a highly trained staff of call analysts who speak and analyze calls in Spanish. This staff is trained to the same standards as all of our call analysts; however, they’re fluent in Spanish and can give the same quality analysis of a call in Spanish as we do for all other calls. We have the expertise in giving these calls the same follow up treatment of identifying trends, analyzing individual performances, offering plans of action and follow up monitoring to measure improvement. Our Agents Provide:• Superior Quality Assurance, Accurate Data Capture
• Bilingual Call Monitoring Services • Private Secure Networking, VPN & Firewall Security • Full statistical Daily Call Activity Reporting • Program and Script Development for the Hispanic Market Make sure you are giving your Spanish speaking customers the same attention and the same quality service that you offer to everyone else. Start monitoring these calls today! |
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