Monitoring and Reporting

How do you know if you're getting the greatest ROI from your in-house or outsourced call center? To ensure we deliver the highest quality service and the greatest value, we proactively analyze 360˚ feedback from:

• Clients
• Customer calls
• Our employees
• Industry benchmarks
• Best practices 

Alpine Access believes in earning your loyalty and trust by consistently meeting or exceeding our clients’ expectations for service quality and performance—on each and every customer call. You can hear and see this for yourself with our industry-leading monitoring and reporting tools.

Real Time Monitoring

Get real-time views into the performance of individual customer care professionals. You can see individual call data that’s updated every 20 seconds and listen in on live customer calls to ensure compliance with procedures and key performance indicators. Our team leaders or account managers can silently assist customer care professionals while serving a customer using our proprietary technology—all behind the scenes. If necessary, team leaders can take control of a customer call to ensure the customer’s needs are appropriately addressed. Information gained from monitoring is helpful in identifying additional training and coaching that may be needed to improve service.

On-Demand Access to Call Recordings

All customer calls are digitally recorded and encrypted. Our agents are thoroughly trained on your specific program requirements, including mandatory state or federal disclosures, such as those required by the Truth-in-Lending Act, Fair Debt Collection Practices Act, Payment Card Industry Compliance, and more. To ensure strict adherence to your procedures or key performance indicators you can review call recordings anytime through our on-demand client web portal.

Relative Performance Ranking

To better understand our performance compared to a client’s program metrics, we take our metric analysis to the next level. Alpine Access evaluates individual agent performance against program targets and ranks individuals against their peers to show relative performance and ranking. Armed with this information, we can:

• Quickly identify opportunities for additional training or coaching.
• Increase service levels through performance-based incentives.
• Ensure your customers receive excellent service from every agent.

Measuring ROI

Each company measures their ROI differently. So we customize our reports based on your specific program metrics and key performance indicators, whether that’s customer satisfaction, average handle time, first call resolution, revenue per call, schedule adherence, etc. Reports are updated every 15 minutes and are available for you to review anytime in the client web portal.

To help drive our clients’ profitability, we proactively analyze our internal business processes to realize operational efficiencies, improve service levels and reduce costs. We partner with you to identify performance gaps and implement improvements using the Six Sigma methodology.

Recognition & Rewards

When our employees succeed, you succeed. To encourage their success we incorporate a variety of performance-based rewards and incentives into all of our client programs. Based on your Key Performance Indicators (KPI), we will develop a tailored reward program for you. For example, this can include:

• Pay for performance incentives based on quality scores or upsell conversions
• Monthly or quarterly service awards based on manager and customer recommendations
• Discount programs with numerous national retailers