Call Evaluations

Call handling is the heart of what Community Navigation programs do. However, sometimes organizations do not have the internal capacity to monitor the quality / performance. Now you can go through our call evaluation which can help: 

• Ensure compliance with Standards

• Provide quantitative and qualitative scoring

• Identify training needs

• Help set performance benchmarks

• Improve customer experience

• Raise specialists' performance

• Gain actionable insights from industry experts

Call Evaluation Process: 

• Necessary details are gathered about your service and given to our 3rd party contractor.

• 10 anonymous calls are placed to your organization; calls can be live-answered, or services provided via a call back after leaving a message. 

• Those calls are scored by our contractor using the “Call Monitoring Feedback Form”.

• Then, an industry expert from Inform USA verifies the scoring using the “Inform USA_CallCalibration Scale”, and gathers qualitative findings for use in the final report.

• Typically, the process takes about 2 months from start to finish. 

The final report is an aggregation of the findings. Your personalized report will contain the following:

• quantitative scores (both percent and alpha scores)
• qualitative observations (looking for trends across contacts)
• overall summary of strengths and opportunities for improvement

Special notes:

• This product is not intended to replace ongoing supervisory scoring/feedback provided in shop, but can supplement that with overall trends conducted by industry experts.
• Identifiable information (date/time stamps) about calls/contacts is not provided with the final report. If you would like, you can purchase those details for an additional charge of $150."  
  

Product Pricing: 

• $849 for members 
• $995 for non-members

Click here to order your Call Evaluation today!