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J.Lodge Banner - 11 million U.S. Based College Educated professional waiting to offer call center services at offshore prices

WHY J.LODGE CALL MONITORING
J.Lodge Call monitoring is the most effective method for improving the level of customer service within your call center. Through our evaluations (phone, chat, email), we analyze and identify opportunities in training and process improvement; while facilitating agent development. Our analyst team is able to provide accuracy and quality within their audits through their many years of business experience as front line communicators within the customer service industry. By utilizing the J.Lodge quality monitoring program, we guarantee you will:

• Reduce your costs by saving time and resources allowing you to focus on critical center operations and service Improvement activity.
• Gain a third-party expert objective perspective providing new insight into your service quality.
• Receive real time feedback with specific, actionable recommendations for change.
• Have a flexible state of the art hosted solution for all of your database management, reporting and call recording needs.
• See a guaranteed ROI within 90 days of our service; essentially, paying for itself.

WE ARE THE EXPERTS
It all starts with culture and a general understanding of what the client wants to do. This understanding is then molded into training and taught to our analysts. Our analysts become not only calibrated with the specific attributes of the clients scoring legend but they also become calibrated with the culture. We always hold meetings with our analysts on a weekly basis to gather first hand, front line feedback to provide for our clients. Our analysts notice trends, offer solutions and have the advantage of thinking outside the box. We build towards this environment through our training program. We take extraordinary steps in training and qualifying all of our agents to meet your expectations. Prior to joining our team, all of our agents attend our training where a virtual class room environment is conducted by our corporate training department. It is set up to communicate and teach ins and outs of not only our internal operations but also that of our client’s. Our trainer covers an intense 3 week program that outlines a course syllabus, homework related assignments, tests and a final certification process. We make sure that our employees are 100% ready for your business.

Through our intense training program and upon graduating from our university, our analysts are qualified and able to identify opportunities in:

•First Call Resolution
•Proper use of handle time
•Increased customer satisfaction
•Call center agent performance
•Building rapport
•Listening Skills
•Clear and professional language
•Positive attitude
•Customer mood swing
•Positive representation

•Tone
•Call pace
•Branding, greeting, closing
•Hold Procedures
•Promise adherence
•Customer appreciation
•Marketing 0pportunities
•Empathy and sympathy
•Politeness
•Recap of call procedures

At J.Lodge, whether we are listening to live or recorded calls the key is to have a well defined standard of a quality call and a pre-agreed scoring method, so the customer service agents are well aware of the basis of the scoring and subsequent appraisal. We have the experience; the quality team and proven method in helping you develop a quality monitoring program.

For more information about J. Lodge Call Monitoring solutions please (Contact Us) and let us know how we can help you – Call Us Today!!