Engagement and Skills Audit
Practice audits are flexible and designed around your needs. The
scale and scope may range from an observation of call quality to a
wide-ranging analysis of departmental or organisational service
typical audit will measure and make recommendations in one or more
of the following areas:
quality & customer interaction
& training needs analysis
styles and skills
quality and customer satisfaction
consultants will work with you to agree the scope and objectives for
the audit. They will draw from a variety of audit methods and tools
to capture the required information. A full audit report and
recommendations will be
provided, based on a comprehensive analysis of the findings.
Engagement Fact Sheet
/ Personality Profiling
our BPS (British Psychological Society) qualified consultants, we
are able to implement rigorous personality and behavioural profiling
based on proven industry-leading diagnostic tools - providing an in-depth insight into individual areas of strength
and development needs.
tools are approved by the BPS and may be completed either online or
through paper-based questionnaires.
range of reports is available depending on the specific objectives
of the audit:
and development needs
style and competencies
CQI Call Quality Index is a powerful tool for Contact Centres and Helpdesks
to monitor and analyse the quality of each agent's telephone interactions.
CQI Call Quality Monitoring
Practice offers a full range of support to help you define and
– creating clear standards in behaviour and customer handling.