JLodge Call Monitoring

J.Lodge Call Monitoring Banner - Offering Services in Quality Call Monitoring, Customer Satisfaction Surveys, Mystery Calling, Spanish Language Monitoring & Call Center Representative Training

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 phone, chat and email evaluations we analyze and identify opportunities in training and process improvement, while facilitating agent development. Our team of analysts are able to provide accuracy and quality during the auditing process. 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.

WE ARE THE EXPERTS

It all starts with culture and a general understanding of what the client wants. This understanding is then molded into training and taught to our analysts. Our analysts become calibrated with the specific attributes of the client’s scoring legend and culture. Our weekly meetings with the analysts allow us to gather front line feedback to provide to 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 training conducted by our corporate training department in a virtual classroom. 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 our employees are 100% ready for your business.

Through our intense training program, 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 Opportunities
•Empathy & Sympathy
•Politeness
•Recap of Call Procedures

At J.Lodge, whether you 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 not kept in the dark as to the basis of the scoring and subsequent appraisal. We have the experience, the quality team and the proven method in helping you develop a quality monitoring program.

For more information about our Call Monitoring solutions please contact us and let us know how we can best serve your organization - call us today!