Telephone Doctor and ContactPoint Collaborate in Call Center Training

Customer service training company Telephone Doctor will partner with customer support and sales solutions provider ContactPoint to offer a new training accountability program called Service Ensure, the two companies said today. Service Ensure will be an exclusive offering of Telephone Doctor that will be supported by exclusive call recording, call scoring and call goal-setting features powered by ContactPoint's new performance management tool, LogMyCalls.

Missouri-based Telephone Doctor offers customer service organizations training on skills in several formats: in Web-based modules, on a series of DVDs and live, in the form of workshops.

ContactPoint's LogMyCalls is a marketing tracking and analytics solution that allows companies to measure the effectiveness of marketing campaigns and determine return on investment (ROI). The two companies will combine services to offer client companies a way to improve service and ensure the success of their marketing efforts.

“Giving our customers access to call recording and scoring is going to be an extremely valuable addition to our training tools,” said Nancy Friedman (News - Alert), Telephone Doctor’s founder and president. “Our new Service Ensure partnership with ContactPoint will allow us to truly measure the success of those we train. We are thrilled to make a tool like this available to our customers through our Service Ensure program.”

For its part, ContactPoint said in a news release that the cooperation will allow TelephoneDoctor to add a layer of accountability via call recording to create a solution that is mission-critical to customer service organizations.

Said ContactPoint CEO Jason Wells, “To be frank, this Service Ensure partnership between ContactPoint and Telephone Doctor is going to revolutionize the way businesses communicate with their customers.”

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