• excellent tools

Quality

EURO CRM’POWERMENT

Naturally, one of our primary concerns is the level of quality we provide in our services, and we therefore constantly monitor our performance. For this reason, we have created EURO CRM’POWERMENT, an adaptable programme that allows us to frame and structure our quality actions by combining the following criteria:

  • Defining our Internal Quality approach and determining its fundamental principles
  • Structure of Positions: defining roles and responsibilities by their scope
  • Interdepartmental relations
  • Project completion process, covering the entire service, from establishing a service estimate all the way to the final assessment at the end of activity

The EURO CRM’POWERMENT uses formatted indicators and tools to collectively and individually measure the production teams’ effectiveness, from the beginning to the end of the service provided. This is mostly important for evaluating the quality and effectiveness of telephone interviews and processing of e-mails. These indicators are monitored and analysed daily in both a collective approach (the operation as a whole) and individually (monitoring of customer advisors).

The programme’s quality tools

  • Listen-ins
    • Methodology and criteria defined by EURO CRM Quality Department and the customer
    • Regular listening by Supervisors and the Quality Unit
    • Listening of at least 1 call per day per Customer Consultant, followed by debriefing
    • Base of educational workshops.
  • Mystery callers (subject to agreement by Customer)
    • Simulate fictitious calls
    • At any time of day and on any working day
    • Listed on an analysis sheet so the results can be used.
  • Recording (in compliance with applicable legislation / CNIL law on data privacy)
    • Audio recordings of Customer Consultants
    • To provide for deferred listening and to assess the quality of discussions (educational workshops)
    • To check data entry and commitments
    • Records listed, analysed and then destroyed.
  • Internal Quality Policy
    • Based on ongoing preventive and corrective actions
    • Random crossed inter-site assessment (1 site cannot be assesses alone)
    • Assessment analysed and monitored at the monthly Executive Committee meeting.

Through this programme, EURO CRM allows its clients to listen-in on-line (via Campaign Coach) whenever they want, as often as they want, either independently or with the help of the EURO CRM production or quality manager.