For many customers, the phone is the whole relationship. We call your hotline as normal customers, run set scenarios and score every call on the same sheet.
How long customers wait before a person answers.
Whether the opening, verification and closing follow your script.
Whether the information given is correct and complete.
Politeness, patience, and whether the agent understood the problem.
Whether the issue is solved on the first call or passed on.
Service in Sinhala, Tamil and English, hold time and call transfers.
Calls are usually checked by recording a small sample, which often shows how agents behave on a good day. Mystery calls test what happens with a real customer who does not know the script.
We write short call scenarios with you, place calls at different times of day, and score each against your quality form. You get results per agent group or per queue.
We cover every district of Sri Lanka, including smaller towns and remote areas, and we can work in Sinhala, Tamil and English.
Yes. We can test Sinhala, Tamil and English service.
Yes. We can compare in house and outsourced teams on the same scenarios.
Only where you ask and where it is legal. We agree the approach with you first.
Tell us what you need. We reply within 24 hours.
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