"We follow-up with targeted coaching to ensure continuous performance improvement."
Try Us for Free"We don't lecture, we facilitate learning through open feedback from real customer conversations."
Try Us for Free"We take the guesswork out of return on training investment with call scoring and analysis."
Try Us for Free"We use patented technology to move beyond call analytics and deliver call optimitics."
Try Us for Free"We make training relevant by using real customer interactions to evaluate progress toward your goals."
Try Us for Free"We produce results using timeless relationship principles not the latest sales fads."
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1% Daily Improvement = 3700% Yearly Improvement
Would your employees revolt if you asked them to improve by 3700%? Actually, that’s only a 1% daily improvement over the course of a year. Plug that equation into your financials! 1% is not tough, but maintaining even a 1% improvement every day is. It takes commitment and accountability—and ContactPoint optimitics.
With ContactPoint Call Recording and Call Monitoring (the data) and Coaching Services (the actions), you have the professional experience and tools you need to see measurable call quality improvement in your business. With the data of recorded calls, coaches can optimize the sales coaching environment. Optimitics!
Our coaches don’t tell your employees what to do—your employees figure that out for themselves as they listen to their performance on recorded calls. ContactPoint coaches facilitate accountability and allow people to self-assess and hold to the goals they set for themselves. Experience maximum return on investment in your sales force and CSRs by continued call recording and monitoring, scorecard metrics, and individualized coaching.
Here’s how it works:
1 Baseline and Performance Assessment:
ContactPoint executives meet with you to determine metrics, measurements, and desired outcomes. Together, we build a scorecard tailored to the specific needs of your company.
2Call Recording and Call Monitoring:
ContactPoint records live customer calls or simulates customer call scenarios to target specific phone skills. Call monitoring technicians prepare the call data for scoring and coaching. Call recording with our patented technology enables:
- Increased employee awareness, ability, and accountability
- More effective training, based on real-life experiences
- Better understanding of your customer: better marketing
3 Call Scoring:
ContactPoint customer service and sales coaches analyze the recorded call and determine whether company standards have been met. Scorecard notes are available anytime you login to your Mentor account. This allows you to:
- View individual performance from specific calls
- See at a glance strengths and areas needing improvement
- Eliminate weaknesses and increase sales
4Individual Coaching:
Ensure that industry best practices become modus operandi with ongoing customer service and sales coaching from ContactPoint. Our coaches will:
- Conduct weekly one-on-one feedback and follow-up with your staff
- Play a recorded call for each employee and give reinforcing and redirecting feedback
- Facilitate goal setting and rehearse industry best practices, sales techniques, and customer communication skills
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