ServiceSense integrates the customers' perspective into your monitoring, coaching and training efforts. Our qualitative performance feedback offers a fresh view, articulated in the language of your customer yet substan-tiated by measured observation and verbatim documentation.

Comparative Performance Evaluation Programs
Evaluators conduct anonymous calls for the purpose of documenting results and providing qualitative performance feedback and standards measurement. Ideal for benchmarking studies, center-to-center and outsource partner performance comparisons.

Call Analysis
ServiceSense develops performance scorecards based on call program and script requirements. Performance Scorecards summarize the key observable elements required in each of these phases:

• Introduction and Response
  
  
• Key Pitch (outbound) or
  Request Management (inbound) Phase,
  
  
• Result and/or Resolution;
  
  
• Close (Final Impression).

Dynamic Observation
ServiceSense remotely monitors in tandem with your training department and shift supervisors to provide immediate feedback. Quantitative and Qualitative documentation supports all observations, rendering feedback verifiable and actionable.

Script Trial Review
Lending fresh eyes and ears in script trial and program launch to identify obstacles to and opportunities for line staff to comfortably, confidently and consistently deliver effective sales and service messages.