Professional Service
I listen to your recorded customer service calls and deliver a written report on exactly what's working, what's costing you customers, and how to fix it — backed by 30 years of real-world experience.
The Audit
Most business owners have never heard how their team actually sounds on the phone. These are the six areas I evaluate in every audit.
Is every call opened and closed consistently? Does your team establish professionalism and warmth in the first 10 seconds?
Does your team sound like one unified company, or does tone and language vary wildly from person to person?
How does your team handle complaints, frustrated callers, or requests they can't fulfill? This is where most companies lose customers.
Does your team sound confident and trustworthy, or rushed and uncertain? Tone alone can determine whether a caller becomes a customer.
Are there common situations where your team doesn't know what to say? I identify them and provide specific language to fill those gaps.
Where are moments to build loyalty, upsell naturally, or leave callers with a lasting positive impression being overlooked?
The Process
Simple, straightforward, and entirely remote. No disruption to your business.
Reach out via the contact form or email below. I'll confirm your business records calls and briefly explain what I'll need from you. No commitment yet — just a quick conversation to make sure it's a good fit.
Share a batch of recorded calls via a secure file transfer (Google Drive, Dropbox, or similar). I work with 10 calls for the Starter Audit, 20 for the Full Audit. Any format works — MP3, WAV, M4A, or platform exports.
I review every call carefully, taking detailed notes across all six evaluation areas. I'm listening for patterns — not just individual calls — so the feedback reflects your team's actual habits, not isolated moments.
Within 7 business days, you receive a clear, organized written report covering what's working, what needs attention, and specific language recommendations your team can use right away. No fluff — just practical feedback.
Full Audit clients receive a 30-minute video or phone call where I walk through the report findings, answer your questions, and discuss how to implement the changes with your team.
Who This Is For
This service is designed for businesses where phone communication is central to the customer experience — and where call recording is already in place for compliance or quality purposes.
Front desk tone and consistency directly impacts patient trust and retention.
Agent call quality varies significantly. Consistent professionalism wins more listings.
Complex calls, high stakes. Scripting gaps cost clients and renewals.
Premium services demand premium phone presence. First impressions happen on the phone.
HVAC, plumbing, auto repair — customers who feel respected on the phone come back.
Corporate mandates recording but rarely provides local coaching. I fill that gap.
Investment
Both options include a detailed written report delivered within the timeframe below. No hidden fees, no ongoing commitment.
Why Work With Me
Questions
Does my business need to already record calls?
Yes — this service is designed for businesses that already have call recordings available. Many businesses record calls for compliance, quality assurance, or training purposes. If you're not currently recording calls and would like to start, I'm happy to point you toward some simple, low-cost options.
How do I get you the recordings?
You can share them via a secure cloud link — Google Drive, Dropbox, OneDrive, or any similar service. Any common audio format works (MP3, WAV, M4A). I'll provide a simple checklist once we confirm your audit.
What does the written report actually look like?
It's a clear, organized document — not a form with scores. It walks through each evaluation area, describes patterns I observed across the calls, highlights what's genuinely working, identifies what to improve, and gives you specific language and phrases your team can start using right away. It's designed to be shared directly with your staff.
What industries do you work with?
Any business where phone calls are central to the customer experience. I have the most experience with service-based businesses — medical offices, real estate, insurance, trades, and similar. If you're unsure whether your business is a good fit, just reach out and ask.
Is there a contract?
Yes — I use a simple one-page service agreement that protects both of us. It covers scope of work, payment terms, confidentiality of your recordings, and deliverable timeline. I'll send it before we begin. No legal surprises.
How do I pay?
Payment is collected in full before I begin the audit. I accept all major credit cards and PayPal. I'll send an invoice once we've confirmed the scope and you've signed the service agreement.
Most business owners are surprised by what an audit reveals — not because things are terrible, but because small, fixable habits have been costing them customers for years without anyone ever pointing it out.
Or email directly: chuck@chuckackerman.net