BDM’s industry-leading critiquing of telephone calls through their ‘Reveal’ programme has recently been upgraded further. The unbiased, dispassionate evaluation of inbound and outbound calls has long been an industry leader. However recent developments have allowed BDM’s clients to even further understand their level of customer service delivery.
By call recording and critiquing real-time calls BDM are able to help their client’s understand their current performance against agreed processes. As well as measurement against their sales process BDM also measure against customer experience. However, as Mike Surridge, BDM Managing Director, explains “It is critical in today’s tough economic environment that the delivery level of customer service offered by all businesses is never less than outstanding. As a consequence we have reviewed the ‘customer experience’ element of the evaluation and significantly improved the level of granularity. The review of customer experience is now extended to cover criteria such as warmth, tone, positivity, listening, jargon and knowledge.”
Mike adds “So often sales executives tick all the boxes with regards the process. However they occasionally let themselves down when it comes to truly engaging with customers and delivering a memorable experience. BDM’s ‘Reveal’ helps to identify those situations and with the call recording we are able to remedy with coaching.”
To find out more about how ‘Reveal’ can be of benefit, contact us now.