- A quality test of telephone communication with customers
- Mainly serves as a quality measurement of reactions of employees, their professionalism (generally in specialized departments such as green lines, client centres, sales departments etc.; can be used in any department of a company where employees are in a telephone contact with customers, suppliers….)
- Also includes phone availability measurement and response time
- Tool for training needs diagnostics and effectivity measurement of development activities
- Final report includes text interpretative part, graphs comparing telephone availability and response time and qualitative diameters valid for Czech Republic; daily report of all calls made and for each call there is qualitative questionnaire evaluating employee´s reaction
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