Pro Facilitate Asia :: Performance Measurement

"Evaluate what you want – because what gets MEASURED,
gets produced [done]."

-- James A. Belasco
(Academic and Management Consultant)

How well are your present Customer Service people doing in terms of selling your products and services on the phone? How well are they complying with present company procedures for customer interactions? How polite, courteous, knowledgeable and responsive are they? Are they treating your present and future customers well and offering solutions? How are they performing when compared to your Asia-wide operations and/or the top-end competition, country-by-country? How well are you presently able to measure their successes and improvement areas?

With our professional monitoring and measurement system on metrics that are highly-customized and can measure Service and/or Sales capabilities, you will be able to, for example, enhance your employees ability to move from ‘just excellent service providers and order-takers' to ‘Sales Professionals'.

With increased monitoring, it means more statistically valid data and objective evaluations. This will enable your managers and supervisors to identify high-performers, assess “where contact center teams are at” with clear benchmarking insights, and highlighting of development areas. This is achieved by our consistent evaluations across multiple Asian locations that will save your company costs in the long run by attracting new customers and building customer loyalty.

As a manager for your Asian enterprise, you can also have your CSRs performance measured not only in English but also in Chinese, Japanese, Korean, Thai, and Indonesian. We can offer multi-lingual and multi-cultural (in addition to English / Western norms) assessment of how your team member's are providing service and selling in the local country, and how successfully are they interacting with local or Western customers.

Essentially what Pro-Facilitate Asia has succeeding in doing is setting a completely new standard for Performance Measurement and Management in the Tele-Customer Service-and-Sales Industry, as we can provide you with a ‘Regional Snapshot', or ‘National-Comparison' and/or assess the performance of each and every Customer Service Representative you have throughout Asia in both English and local languages.

• Monitored ‘mystery shopper' calls for each CSR
• Benchmarking against your key competitors and internal offices
• Profile ranking of your Customer Service Representatives
• Storage of all voice recordings and historical quality results
• Defined criteria such as Tone, Cross-Cultural, Language, Up-selling Capabilities, etc.
• Objective, 3rd party feedback designed to improve individual, office, country service and customer care levels by systematically providing actionable feedback and improving skills
• Very user-friendly, clear and concise coaching reports and data

E-mail Communication Assessment and Learning Solutions

E-mail has moved to the top position as the most commonly used technology application for customer contact as an alternate to phone calls – 7 out of 10 call centers are using email for customer contact. Clear, concise, customer friendly and effective e-mail communication is, hence, essential to retain present customers, attract new ones, and enhance your brand position and reputation for excellent customer care.

• Clear, concise and customer-oriented e-mail analysis, assessment, feedback, ranking and practical coaching tips for all your CSRs
• On-going performance tracking, actionable feedback & coaching-support designed to systematically improve e-mail communication skills
• Complete e-mail toolkit and performance assessment system that will allow you to precisely measure how individually, or across your country or regional offices, are your CSRs measuring up to best practices
• Pinpoint specific development areas your CSRs can work on, whether it be written English improvement or thoroughly examining areas where ‘up-selling and/or cross-selling' can be applied to the medium of e-mail.