How reachable is your hotline really?
We call you 10 times anonymously and show you what your customers experience: reachability, waiting time, call quality. You get the report within 10 working days – free of charge.
A report you can show your management.
- Reachability and waiting time for every single call
- Call quality on a fixed scorecard – with quotes
- Resolution rate and number of transfers
- An estimate of your staffing needs from your details
- Three recommendations you can act on straight away – with or without us
- Reachability8 of 10
- Avg. waiting time2:47 min
- Request resolved6 of 10
- Friendliness4.6 / 5
- Transfers3
Between 12 noon and 2 pm you are about two agents short. An overflow model for this window would roughly halve the waiting time.
Example with made-up values.
Three steps to your report.
Request
Your hotline number and a few key facts – it takes two minutes.
Test
We call 10 times anonymously, spread over 10 working days and all times of day.
Discuss
You receive the report by email. If you like, we go through it with you in 30 minutes.
Request it now – free.
Three short steps. We confirm your request within one working day and start the test calls.
Thank you – your hotline check is booked.
Reference . We confirm your request within one working day and send you the report within 10 working days.
Your details are a good match for our projects. Book your 30-minute results call now – and we will go through the report together.
Pick a time→Questions about the hotline check.
Question not listed? We reply within one working day.
Yes. You receive the report at no cost and without obligation. We do it because many companies only see from the outside where their customer service loses calls – and because it sometimes leads to working together.
Trained members of our team call your hotline 10 times over 10 working days – in the morning, at lunchtime, in the afternoon and shortly before your service hours end. They ask typical, general questions of the kind your customers would ask.
No. We do not give real or invented customer, policy or contract numbers and we do not trigger any cases in your systems. If your team asks for identification, we end the call politely and count that as correct behaviour.
Reachability and waiting time per call, number of transfers, call quality on a fixed scorecard (greeting, understanding, solution, wrap-up), whether the request was resolved – and three concrete recommendations. We also estimate your staffing needs from the details you give us.
No. If it makes sense, we offer you a 30-minute results call. Whether you then work with us is entirely up to you.
Only if you want it and the people on the call have consented – recording without consent is a criminal offence in Germany (Section 201 German Criminal Code). By default we take structured notes on a fixed scorecard.
Only the person responsible for the hotline being tested, or someone authorised to commission it. We check this against your email address and contact you first if anything is unclear.
