Call Audit System

Analyzing calls, monitoring performance

Our sophisticated Call Audit System – CAS, are 'staged calls" made by our agents possessing detailed knowledge about the products or services you offer.

Our experts then analyze these calls based on performance parameters and dispatch a complete report in real time. The sound file is attached for reference.

This helps your call agents to get instant professional evaluations that assist them in correcting any errors and enhancing their ability to close transactions.

With the Call Audit System you can create a statistically reliable data and reports, trend analysis, and graphs generated at the end of the month will enable you to get a holistic picture for each month. This will further offer you an insight into your staff's overall telephone and customer handling skills, as compared with benchmark information.

Shaw Hotels & Consultancy Services Pvt. Ltd. demarcates a telephone conversation into 4 phases:

• Welcome / Greeting
• Put through / transfer / wait
• Information exchange / communication clarity / recovery / selling skills / service delivery / problem solving
• Closure

Call Audits will help you:

• Evaluate and Improve Levels of Service
• Track performance and on-site standards compliance
• Measure and improve Quality
• Uncover product or service shortcomings
• Check employee integrity
• Motivate your employees to provide better Customer Service