CUSTOMER FOCUS:

Quality Assurance

“Quality” as defined by CustomerLink. CustomerLink focuses on quality; and our disciplined approach to quality assurance works. We know this because 80 percent of our clients are repeat customers. In fact, many of our clients have been using CustomerLink to execute their sales campaigns for years. We take your quality goals seriously and work hard to ensure they are met.

Proven quality assurance process. CustomerLink’s quality assurance department works continually to maintain high standards, program accuracy, and to increase sales results. Our process includes:

• Continuous monitoring of programs during start-up and after program changes.
• Continuous monitoring of sales representatives on a random basis as both a training tool and as a component of their evaluation.
• Development of reward programs to recognize sales representatives for quality and sales results.
• Measurement of specific competencies and skills including:
  • Accountability to the sales process
  • Communication techniques (voice tone, enthusiasm, listening skills)
  • Features and benefits
  • Objections and responses
  • Project accuracy
  • Customer service skills
  • Closing techniques

CustomerLink has the ability to provide clients with random samples of taped calls.

If you have questions about what we can do for your business, contact us!