Pro Facilitate Asia :: How It Works

Careful customization is our trademark. Our starting point for Performance Measurement tasks is following some common and sensible steps as we partner with a client's CSR practitioners and supervisors who strive to improve their customers' experience:

Performance Measurement

Often a natural step based on our Performance Audits, as pictured above, is to 'close any gaps' and improve the status quo of a contact center's performance. A typical collaboration with our clients, in terms of such subsequent training and coaching, can take the following form:

Learning Solutions

Whether it is a complete Multi-lingual, On-going Performance Measurement, Benchmarking and Learning Solution approach, or simply a CSR Health Check-Up and Evaluation by our Remote ‘Mystery Shopper Caller' analysts -- or possibly a Highly-Focused CSR Specific Learning Workshop -- we work with you to ensure budget guidelines that make sense and ensure a good Return on your Investment.

In terms of our Measurement Reports – a key output to you the client, whether it be to managers or individual CSRs -- we pride ourselves in providing multiple statistical data improvement and benchmarking aspects, but more importantly include PRACTICAL individual Coaching Points and Tips that allow for specific actionable improvement by your CSR team members.

And in order for you to make informed business decisions to improve your customers experience you can utilize our proven tools to:

• Evaluate and Improve Levels of Service and Abilities of Your Inbound Team to Up-Sell and Cross-Sell
• Track Performance and Telephone Standards Compliance
• Measure and Improve Quality of Service and Uncover Product or Service Shortcomings
• Motivate your Employees to provide Better Customer Service

Defining and Refining Critical Success Factors, Observing your Key Agents on the phone and at the e-mail level, and developing a Call Evaluation, Legend and Score Card System will also allow for the creation of an Interaction Monitoring Process that can be implemented in the form of Mystery Shopper calls by our experienced team, and/or analyzing your in-house recorded calls.

Note that our digital recordings of your calls can help clarify how the calls have been evaluated. This is important from the perspectives of both identifying, and putting into practice, sales technique improvements and also incentive issues, if applicable. As we are an independent third party, the mystery shopping can also form part of an objective assessment of the effectiveness of sales training. The feedback provided by the recordings can indeed be used as positive feedback to augment the sales training process, and should you opt for a scoring system, our digital database of calls can help to clarify CSR queries on scores assigned.