ileads media - more than just marketing

Initiating a Positive Impact
At the onset of our engagement, our dedicated Call Listening Professionals embark on a comprehensive review of calls, immersing themselves in the daily operations of your esteemed Customer Service Representative (CSR) team. Individual profiles are meticulously crafted, capturing key insights. We meticulously document our findings, identifying both commendable practices and areas for enhancement. Subsequently, we develop a holistic team-wide plan, complete with measurable goals, timelines, and personalized strategies for each CSR.

Continuous Enhancement
Throughout our ongoing evaluation process, whenever a call unveils a teachable moment, our CLP promptly communicates this opportunity to the designated contact. Providing a succinct synopsis, along with detailed notes and caller information, our CLP offers a concise rationale for flagging the particular call. To facilitate improvement, we furnish an alternative call script, enabling the targeted CSR to enhance their performance, which can then be measured in subsequent calls.

Realizing Returns
By employing these refined methods, we not only gauge the current performance of the CSR team but also design
and implement a tailored training schedule. Monitoring, measuring, and acknowledging both collective and individual
achievements, we witness firsthand the positive impact of fallon media’s training interventions. Our approach allows us to assess responses from the CSR team, measure performance enhancements, and observe a notable increase in revenue production attributable to the training facilitated by fallon media.