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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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