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Call Listening And Analysis

How effective is your team?

If you have invested significant sums of money in the set up of sophisticated systems to record both incoming and outgoing calls, are you actually using that data to improve your performance?

Listening to those calls "recorded for training purposes" can be time consuming and not totally unbiased.

With an independent review of your team's performance and a structured approach to analysing key skills, our call listening service gives you the tools to design your training programme and help individuals to achieve their goals

Here is an example of how the service has benefited Lafarge Aggregates. Click here to read the full case study.

Lafarge Aggregates Ltd

Lafarge Aggregates has been working with Absolute Marketing since mid 2004.

"We asked Alison and her team to help us with a project to understand how sales telephone calls were being handled at our business centre at Syston in Leicestershire.

The challenge to Absolute Marketing was not just "is it working?" but to provide analysis of the type of call, recording data like a time and motion study and providing concise information that Lafarge can feed back to the team supervisors. It soon became clear that the type of information that was being recorded was going to be a real breakthrough for performance management and the service was extended from simple "call listening" to detailed individual scoring.

This work has provided an independent, flexible way of evaluating our staff's performance, provides our supervisors with practical tools for training and has directly led to improvements in service to our customers."

Richard Mallett, Commercial Development Manager

 

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