SPANSCALL
WHAT YOU GET

A number for everything, including the failures.

The weekly report is the product as much as the calls are. It arrives whether the week went well or badly, and it names the reasons rather than the averages.

Weekly report

WEEK 14
Accounts or tickets worked
1,480
Right party contacted
61%
Average speed to answer
00:22
Promises kept
74%
QA score, sampled calls
88
Complaints raised and closed
2 / 2

Reasons, not averages

Unreachable, wrong number, disputed, unwilling, unable. An average hides the one you could have fixed.

Recordings attached

Every scored call is linked, so a disagreement about tone is settled by listening rather than debating.

Escalations tracked to closure

Complaints are listed individually until they are closed, never summarised into a count.

Yours to export

The data is yours. It leaves with you if you leave, in a format your own systems can read.

The test we hold ourselves to: if a customer complains about how they were treated, you should be able to answer them within the hour, with the recording open in front of you.

Illustrative shape of the report. Your figures replace these from week one.

HOW IT RUNS

Thirty days from handshake to live queue.

  1. Scope and script

    WEEK 1

    We agree the queue or the portfolio, the tone, the escalation rules, the compliance boundaries, and what success looks like as a number rather than a feeling.

  2. Staff and train

    WEEK 2

    Agents are selected for your account and taught your product, your objections and your escalation rules. You meet the supervisor who will own the account.

  3. Connect the systems

    WEEK 3

    Numbers pointed, CRM or ticketing connected, and data handling agreed in writing before a single record moves. If you have no system, ours is included.

  4. Run the calls

    WEEK 4 ONWARD

    Daily work on the queue or the list. Every contact logged, every call recorded, a sample scored against your scorecard each week.

  5. Report and adjust

    EVERY WEEK

    A standing call on the numbers, the QA findings and the script corrections they imply. Not a report emailed at month end.

What we need from you

Approved scripts and rules, so agents never improvise on your behalf.

One person who can decide, reachable when a call needs an answer today.

Access to the systems the work needs, at whatever level you are comfortable granting.

Week one report, four weeks from now.

Give us the queue that hurts most, or one ageing bucket, and compare the month against the one before it.

Book a discovery call Back to services