At Capture ISG, we Inspect what you Expect! Our Pathways program provides benchmarking and ongoing analysis of your front-line customer contact or sales personnel to identify employee strengths as well as opportunities for improvement. Together, with our 18 years of data analyzing collection experience combined with your company’s need to capture vital information, we can create a custom-tailored program that is practical for your continued and future success.

Services Mystery Shopping of Call Center personnel Call Observation programs Baseline, Benchmarking and Analysis based on archived recorded interactions Post-contact quality analysis Continuous Improvement Programs Comparison to other work groups and corporate review services

Highlights Customized programs to fit client needs & budget--nothing “off-the-shelf” Development of corporate or departmental policy guides/handbooks Results that include representative-level reports focusing on what the employee does well and areas where training and coaching may yield significant improvement allowing the employee to succeed Objective third-party data capture and analysis of results

Applications/Examples Soft Skill Measurement Product and Service Knowledge Sales and Ability to Up-sell Problem Resolution/Dealing with Complaints Call to Action Compliance or Security Issues Measure agent awareness/knowledge of new product features and benefits

Service Home Page | Market Research | Employee Interviewing | Data Processing
Customer Service Assessment | Technical Writing | Custom Project Management