Contact Centre Support Services
Contact Centre Support Services
Call Centres are now recognising that customer satisfaction is heavily influenced by the customer service behaviours exhibited by the call operators.
Performance in People is able to support call centres by measuring and developing the key customer service behaviours that impact on their customers’ experience alongside the measurement of core process and sales performance standards.
Mystery Shopping vs Call Monitoring
We offer 2 types of approaches to reviewing and measuring your call handling teams customer service skills:
BMS® | The Science Behind Great Customer Service
All call quality monitoring and telephone mystery shopping programmes incorporate the award-winning Behavioural Measurement Score® (BMS®) research methodology. BMS® is an objective way of measuring the 4 key telephone behaviours that impact most on the customer experience. Improvements in BMS® is proven to link directly to improvements in independent Customer Satisfaction Survey, Voice of the Customer and Net Promoter Score® measures.
Telephone Behaviours Face-to-Face Behaviours
How is BMS® used for Call Centres?
BMS® Direct e-Learning | Learn how to deliver a great telephone experience with every customer interaction
Our Telephone BMS® e-Learning course is specifically designed to improve your contact centre team members’ knowledge of the Behavioural Measurement Score (BMS®), what the 4 key telephone behaviours and their contributing characteristics are, the scoring methodology and what they can do to deliver a great customer experience with every customer interaction.
For as little as £17.86 per team member, the online fundamentals course takes no longer than 60 minutes to complete and has been CPD-certified. Our courses are engaging, interactive and include fun activities along the way to check learners’ understanding.
“The BMS® insight has given us a deeper understanding of how we can positively affect customer experience across our contact centres. Coupled with PiP’s emphasis on equipping teams with impactful coaching resources, has aided our relentless drive for industry-leading levels of service excellence.”
Andy Connelly, Customer Experience Manager
Once the call is quality-controlled and scored by our team of evaluators at PiP HQ, it is provided to the client online via our reporting platform, ‘Vision’. Vision hosts an extensive range of engaging tools and insights including:
Custom client-branded infinity dashboard
Interactive dashboard tiles and reporting
Drill-down analysis and dynamic reporting suite
Bespoke dashboards based on hierarchy/access level
Self-assessment and action-planning tools
Custom library of resources and support items
Individual evaluation score impact assessments and ‘improvement areas’
And so much more…!
PiP’s in-house CX Lab is an incredibly powerful and valuable service to the organisation and their clients. The CX Lab team analyse and provide detailed bespoke insights into every single element of the customer experience, utilising millions of data points from 800+ annual mystery shopping programmes.
The CX Lab produce an extensive range of value-added insights in multi-media formats including video and audio compilations, benchmark reporting, behavioural analysis, bespoke reports, industry reports, and so much more...
“We are absolutely delighted with the impact of our work with PiP. They have helped us identify trends in the customer journey from both a process and behavioural perspective that has given us real clarity around the opportunities to develop our customer experience”
Mike Plante, Head of Customer Operations
