Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Customer Service Assessment

consulting is 002 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.

ils logo 200 Customer Service Assessment
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.