Call Monitoring

BDM VOICE partners

Reveal

Despite the staggering volumes of inbound and outbound calls taking place every minute of the working day, many companies continue to overlook the opportunity to actively monitor and measure the standard of their call handling.

That’s where BDM Voice’s ‘Reveal’ service comes in. Our unique call analysis service is one of the most effective methods to monitor the quality of your call handling (both in and outbound) by measuring individual calls by pre-defined criteria.

How?

Our team of highly-trained call analysts take a selection of calls and provide you with an unbiased, dispassionate evaluation of your inbound and outbound sales calls against your criteria. This can often be difficult to achieve from within the business due to pre-existing working relationships.

To help you understand the performance of your business on the telephone and in particular the performance of your call handling staff as a team and on an individual basis, we present you with detailed, statistical and graphical reports illustrating performance at both staff and department level. We’ll even include sample recordings to help evidence the apparent issues and findings of the report.

The Result?

All of the calls analysed are taken from your genuine recorded sales calls, there are no ‘staged’ mystery shopping style calls. Only calls analysed in the live environment can truly identify both the problems and opportunities. Understanding how your staff deal with the array of unpredictable customer queries and behaviours is paramount to your ability to train and develop your staff and ensure every call stands the best chance of being converted into a sale!

Why BDM Voice?

Our experienced team of ‘Revealers’ will offer you the unbiased, dispassionate evaluation that your company needs to to make informed business decisions in regard to handling sales opportunities via telephone calls.

In the first instance, we closely work with you to better understand the process you expect your staff to follow and can offer guidance on best practice and identify any obvious issues before we even begin. Once we start analysing your calls, we will simply listen to real customer and prospect calls and measure both the ‘process’ and ‘experience’ aspects. You can then expect to receive detailed, monthly reporting that allows you to quickly understand your current performance and identify where you need to be and how to get there, so you’ll be one step closer to achieving your business goals.

Need To Record Your Calls?

BDM Voice also offer a number of market-leading call recording solutions to enable you to record both inbound and outbound calls. If you’re interested in learning more about our Insight and insight:onsite products then please view our call recording solutions.

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