Because Execution is Everything

Telemarketing Monitoring:

Live, systematic monitoring of Customer Service Reps (CSRs) executing your program (outbound or inbound), using CBSI's dedicated telemonitoring unit and our automated system for evaluating adherence to script, compliance with regulations, and overall communication skills. Findings are tracked in detail, and reports are formatted according to the Client's stated needs.

Telemarketing Management:

Auditing and selection of vendors, managing daily, weekly, monthly, and annual results and ROI, CSR training, call scheduling and name prioritizing, documenting key procedures, CSR incentive programs, customer-persistency tracking, and more.

Process and Quality-Assurance Services:

A comprehensive review of your vendors' key systems, including security, data privacy, IT infrastructure, operating processes, employee training, and more. Because CBSI has toured over 600 vendor facilities, you can count on our reviewers to provide valuable insights about your vendor.

Mystery Shopping:

Evaluation of the reps handling inbound calls, e-mails, or in-person visits in reply to your marketing. Our mystery shoppers look for prompt response, knowledge of your offer/product, compliance with regulations, and general communication skills. This provides you an extra layer of vendor supervision as well as solid information for coaching reps on an individual basis.

Event Auditing:

Monitoring of Client booths and kiosks at trade shows and other events. We assess the presenter's product knowledge and overall communication skills, the condition of the booth, signage and sales materials, plus other variables at the Client's request.

Standards Development:

Creation of vendor performance guidelines and measurement criteria, as well as evaluation forms and other training/motivational guides. Because we visit hundreds of vendors a year, we know the industry's best practices.

Benchmarking:

Reporting of a vendor's performance against Client standards. In addition, we can report vendor strengths and weaknesses in comparison to industry best practices.

Service Delivery Management:

Ongoing review and calibration of service delivery, including survey results, to evaluate methodology, establish standards, and create performance action plans.

Customer Surveys:

Development of survey objectives, methodologies, and content, as well as auditing and analysis of survey results.

Training Reviews:

Review of training materials for completeness and accuracy, as well as recommendations for updates and new methodologies.

Monitoring Calibration:

Collaborative monitoring by the CBSI Program Manager, QA Manager, and vendor's Customer Service team to identify any process or service delivery gaps.

Enrollment Verification:

Monitoring your call-center reps to ensure that they confirm sales requests, capture order details in full, and report them properly. Permission-to-tape, full disclosure, and other procedures are reviewed to verify the validity of each sale.