How do we drive higher customer experience metrics & higher sales metrics?
… One Customer Interaction at a Time
- Instead of focusing on company processes and systems, customer service agents use a new call structure to discover each customer’s story and then anchor the rest of the customer interaction in that story. Pretium’s Call Quality Sheet and our Effort/Value Call Graphing technique, reinforce the New Customer Service Conversation for customer service agents.
- Intensive coaching and calibration, both in groups and in one-on one-sessions, support the training using our TRUE Performance Coaching™ model.
- Managers, supervisors and quality personnel utilize this robust coaching model which gives them the skills and confidence to move agents toward successful, loyalty-building conversations which drive higher customer experience metrics and higher sales metrics.