Lanla is a dedicated partner committed to the success of the National Bank's Mystery Shopper Program. Its vast expertise and invaluable advice contribute to improving customer experience.»
Dominik Giasson,
Principal Director, Marketing Research and Market Intelligence – National Bank
For almost 10 years, Lanla has been an active and dynamic partner in the success of Énergie Cardio. With a unique and tailored approach, they allow us to easily understand the perceptions of our clients and thus better meet their expectations.»
Caroline Pitre,
Vice-President, Les enterprises Énergie Cardio
With their expertise in customer experience management, Lanla’s team contributes directly to the increased profitability of our franchisees!»
Donald Lizotte,
President, Le SuperClub Vidéotron, and Vice-President, Vidéotron Retail Sales
Lanla is a committed partner, competent at understanding and advising us. The Lanla team and their customized programs have quickly become an excellent investment for our company!»
Martine Paré,
Customer Contact Center Director, Les Centre dentaires Lapointe, Customer Service
Call monitoring and supervision (call centers)
Lanla’s team of experts has developed a specialized expertise in the monitoring, evaluation, and supervision of calls placed to a call center. Managers and evaluators are specially trained to perform these tasks remotely (from Lanla’s office). Afterwards, each one of our clients receives an analysis report along with our recommendations.
What we will do
- Define a methodology that suits your needs
- Establish a measurement scale based on objective criteria
- Monitor and evaluate calls remotely using our technological tools
- Evaluate each member of your personnel periodically or continuously
- Create a result grid for each member of your team
Will allow you to
- Increase productivity
- Quickly identify the actions to take within the team
- Improve your operations so as to increase your profitability
- Ensure the uniformity and constancy of the delivery of your services
- Contribute to improving your training processes
- Reinforce expected employee behavior by means of reward programs
- Obtain a dependable and objective numerical rating of your call center’s performance
- Equip the management team to address all aspects of performance evaluation (e.g., bonuses, salary increases, etc.)
