Audit of customer communication processes

You should use this service if you want to:

You should use this service if you want to:

  • Increase the number of customers and sales.

  • Get a new perspective on existing processes.

  • Get recommendations from a customer service expert aimed at improving the level of customer satisfaction, sales, service, and availability of communication channels.

  • Get new methods to improve the algorithm for working with clients in all communication channels.

  • Understand how else you can improve or optimize your processes.

  • Define areas of development of your business and team and receive a specific action plan for their improvement.

In cooperation with us you will:

In cooperation with us you will:

  • Take a new look at existing processes and development zones.

  • Really assess the effectiveness of internal communications.

  • See the percentage of compliance with current algorithms and processes.

  • Receive recommendations aimed at improving customer satisfaction, sales, customer service, availability of communication channels, CRM systems, and increasing the number of customers.

  • Receive help to write instructions, training systems, and business processes. As a result, you will reduce costs and increase profits.

  • Receive a ready-made action plan for changes and innovations that will increase business efficiency by 1.5 times.

  • Achieve results together with us in 2 months.

How we will cooperate with you when providing this service

How we will cooperate with you when providing this service

  • Reviewing your request. Defining the audit goal.
  • Agreeing on the dates and the team on our part.
  • Studying and exploring how your business operates now (work materials, algorithms, training programs, adaptations, motivation, reporting, etc.)
  • Listening to the calls or analyze correspondence.
  • If necessary, a physical visit to communicate with the participants of each process (operator/manager/salesperson, coach, Supervisor/Senior Manager, Manager, work quality assessment specialist, etc.). Or a remote communication format.
  • Evaluating employees and processing according to the checklist.
  • Conducting a conference call for calibration and answering questions.
  • Analysis and summary of data, preparation of recommendations and presentations.
  • Presentation and recommendations after the audit. If necessary (by agreement), implement all recommendations.

  • Voicing the audit goal, what you want to check, or what the current problem is.
  • Assigning a person responsible for communication from your side and a list of employees with whom you will need to communicate
  • Providing all information for initial analysis of the situation (knowledge base, current algorithm of conversation with clients, website or other materials.
  • Popular options for customer denial. (work materials, algorithms, training programs, adaptations, motivation, reporting, etc.)
  • Providing 5-9 calls or correspondence for analysis.
  • Organizing free access to communication with previously agreed participants in each process.
  • Formulating questions to the auditors to improve the process of formulating recommendations.
  • Implementing the recommendations provided within 1-3 months.

CASES

CASES

Process audit for a company providing currency exchange services (online/offline)

Number of contact centre employees: more than 15 managers

Number of Customer service channels: 3 (voice/non-voice channels)

What processes require changes based on the audit results:

  • Training

  • adaptations

  • talent pool development processes

  • forecasting and planning

  • Optimisation of existing programmes and reduction of operator actions to 3 clicks

  • quality control

  • recommendations on reporting for more efficient and operative management of CALL CENTER indicators.

What has the customer implemented?

Professional training of administrative staff on contact centre processes, contact centre indicators, impact and monitoring methods was carried out. LETSCALL team was involved in the implementation of other processes.
The customer has implemented all recommendations, some (technical) changes were introduced in 2024, now at the stage of adaptation and adjustment.

Process audit for a delivery&pick-up company

Number of contact centre employees: more than 80 managers

Number of customer service channels: more than 5 (voice/non-voice channels)

What processes require changes based on the audit results:

  • Training

  • Adaptations

  • Staff motivation and development

  • Forecasting and planning

  • Recommendations on building a scheme of routing of requests were given

  • Optimisation of existing programmes and implementation of a more functional SRM

  • Quality control

    Recommendations on reporting for more effective and operative management of CALL CENTER indicators and change of functional duties of the administrative staff (to give more extended functionality and increase the areas of responsibility) were given.

What has the customer implemented?

The customer is in the process of implementing all changes

Process audit for e – commerce

Number of contact centre employees: more than 15 managers

Number of Customer service channels: 3 (voice/non-voice channels)

What processes require changes according to the audit results:

  • All customer contact centre processes require changes and improvement. Many administrative nuances were identified in the course of the audit, which were highlighted when discussing the results.

WHAT has the customer implemented?

During the first month of joint cooperation and implementation of some of the processes, sales conversion rates increased from 14% to 38%, average cheque increased by 15%. Training programmes for operators were conducted to improve their sales skills, call scripts were improved. The customer is still at the stage of implementing the changes.

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YOU CAN LEAVE YOUR REQUEST AND WE WILL CONTACT YOU IMMEDIATELY

YOU CAN LEAVE YOUR REQUEST AND WE WILL CONTACT YOU IMMEDIATELY