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Quality measurement and report service |
The quality measurement and report service is designed for companies wishing to assess the quality of their services or to monitor the telephone traffic of their answering system.
Contents of the service
The service provides clear, specified information regarding call traffic and handling of calls within a given company.
The incoming and outgoing calls of the respective company are monitored using report programme software provided by DialOk. Monitoring supplies valuable information on the number of answered and missed calls in the customer service, sales and telephone exchange units, for instance. Details on outgoing calls can be used to, for example, monitor the activity level in the sales department.
Quality measurement is carried out so that members of DialOk personnel make an agreed number of calls either to the customer's telephone exchange or other specified number. Answer speed and method, quality of provided service, call duration and problem solving ability in different situations are some of the details registered when making a quality measurement call.
How the service functions
DialOk delivers the required report software to the customer's answering system. Reports are analysed as agreed upon. Monitoring can be carried out either as random samples at regular intervals or as a continuous tool for managing call traffic and accessibility.
Quality measurement can be tailored to suit the customer's needs. It can be a fixed element in assessing service quality or it can be carried out at certain intervals, during marketing and sales campaigns, for instance.
Pricing
The report service cost includes the required report software and the report analysis in the desired form.
The price of the quality measurement depends on the number of contacts and choice of performed tasks.
Additional information: raportit@dialokcommunications.fi
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