CxLogic · service audits

Contact center and service quality audits

Знаходжу, де ви втрачаєте клієнтів і гроші, і показую, як це виправити. Для клінік, лабораторій та сервісних компаній.

10+ years in contact centers
+10% конверсії запису пацієнтів
Contact center from scratch in 5 months

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Diagnosis

Sound familiar?

If you recognized at least two — an audit will help.

Many calls, but few bookings or sales.

Clients complain about service, but you cannot see the real cause.

Оператори працюють «кожен по-своєму», немає єдиних скриптів і стандартів.

KPIs exist, but they do not motivate the team and reports explain nothing.

Telephony, IVR, CRM or MIS are configured “as it happened”.

You do not know how your service looks through the client’s eyes.

Discuss an audit

Services

What we audit

Formats tailored to the task: from a quick diagnosis to ongoing quality control.

Express contact-center audit For those who want a fast view of the problem scale.

Key metrics review, call sampling, scripts and booking/sales process review, reporting assessment.

Outcome: a short report with 5–10 findings and quick actions
Timeline: about 5 business days
Price: on request

Full contact-center audit For companies ready to change service systematically.

Processes, team, scripts, KPIs and motivation, reporting, complaints handling, onboarding and training.

Outcome: a detailed report and prioritized action plan
Timeline: individual
Price: on request

Mystery shopper For networks and units with multiple contact points.

Scenarios and checklists, checks, results analysis, recommendations for the team.

Outcome: a map of strengths and gaps through the client’s eyes
Format: one-off or ongoing
Price: on request

KPI, motivation and reporting audit When metrics exist but do not manage the team.

Metrics analysis, accounting correctness, KPI and motivation system, daily/weekly/monthly report templates.

Outcome: a clear metrics system
Price: on request

Telephony, IVR, routing and MIS/CRM audit When technology gets in the way instead of helping.

Settings review, system usage analysis, technical briefs for developers.

Outcome: prioritized improvements list and ready technical brief
Price: on request

Ongoing quality control If you do not have a dedicated QA specialist.

Call and chat scoring by checklist, team feedback, monthly report and recommendations.

Format: monthly subscription
Price: on request

Outcome

What you get

A written report with concrete findings — not generic advice.

An impact assessment on conversion and costs.

A step-by-step improvement plan with priorities.

Templates: scripts, checklists, scorecards, reporting.

A results presentation for leadership and the team.

Implementation support — by separate agreement.

Process

Work experience

Request and free consultation Discuss a project
Contract and access Signing, NDA if needed, access to calls, reports, systems.
Analytics Прослуховування дзвінків, вивчення процесів і показників, візити офлайн.
Report and recommendations Findings, impact assessment, action plan.
Presentation and discussion Review with leadership.

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Results and cases

+10% patient booking conversion (Bogomolets Clinic)

+20% team productivity after KPIs and knowledge base

29 managers across 6+ branches under management

5 міс. building a contact center from scratch

Bogomolets Clinic

Before: the contact center and booking standards needed a system build.

What I did: built the contact center from scratch — scripts, KPIs, quality control.

After: приріст конверсії запису пацієнтів понад 10%.

Network security

Before: a team without shared standards and motivation.

What I did: introduced KPIs and a knowledge base.

After: +20% продуктивності команди.

Scale

Before: service was fragmented across branches.

What I did: managed a department of 29 managers across 6+ branches.

After: unified standards and managed quality across the network.

Expert

About me

Мене звати Марина Козирєва. Понад 10 років я будую й покращую контакт-центри та клієнтський сервіс у медицині й IT. Починала з ролі керівниці підрозділу і дійшла до керування відділом із 29 менеджерів у мережі медичних центрів.

Я сама запроваджувала KPI, скрипти, стандарти, «Таємного покупця», писала ТЗ для розробників, налаштовувала телефонію й МІС. Тому в аудиті бачу і людей, і процеси, і технічну частину.

Освіта: магістр психології — розумію, як клієнт сприймає сервіс, а команда реагує на зміни.