Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Customer Service Assessment

Learn where your team is on track and where they need to improve with an Impact per­for­mance assess­ment and follow-up coaching.


E-mail Sales Depart­ment
E-mail Cus­tomer Ser­vice800−545−9003
805−781−3283

Cus­tomer Ser­vice Assessment

An Impact per­for­mance assess­ment, is per­fect for sit­u­a­tions where you need to:

  • Diag­nose per­for­mance gaps so you can take mea­sures to address them
  • Cal­i­brate the uni­for­mity of agents’ per­for­mance so your cus­tomers get a con­sis­tent experience
  • Move your team’s per­for­mance from good to great
  • Moti­vate agents to make changes that can dra­mat­i­cally improve the qual­ity of their calls.

Per­for­mance Assessment

A mem­ber of our Per­for­mance Assess­ment Team will eval­u­ate your cus­tomer ser­vice, sales, or tech­ni­cal sup­port agents’ abil­ity to:

  • Make a strong and pos­i­tive con­nec­tion with customers
  • Demon­strate pro­fes­sion­al­ism and build loyalty
  • Effi­ciently han­dle calls and pro­mote timely call resolution
  • Add value by sell­ing or offer­ing fur­ther education
  • Be a strong ambas­sador for your com­pany and products

Coach­ing

After lis­ten­ing to 3–5 calls, we’ll spend time with each agent giv­ing per­son­al­ized coach­ing so agents feel great about the areas in which they’re per­form­ing well, and under­stand how to improve in the areas where improve­ment is needed.