Many customers purchase tickets, make reservations, book holidays and enquiries by telephone, Are call centre staff creating that all essential good first impression? Are they courteous and knowledgeable about the services that are providing? Are they making the most of every sales opportunity?

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IBPTS team of trained telephone of surveyors make calls to our clients’ call centres or competitors using scenarios created for the public transport, travel and tourism industries.

They collect data in relation to:

• Call Response Time
• Opening and Closing of Calls
• Listening and Questioning Skills
• Call Handling
• Service, Product and Information Knowledge
• Sales and Marketing Skills
• Compliance Messages
• Postal Delivery Timescale after Booking

Calls are evaluated against pre-arranged criteria, with a detailed report highlighting strengths and weaknesses in Staff Output and Customer Care Performance and recommendations for training where necessary. All surveys are tailored to the individual clients requirements, can be a one off or series of calls as part of an ongoing program.

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For further information and to join our mailing list please email info@ibpts.co.uk

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