MOMENT OF TRUTH. When your call or contact center runs smoothly, customers can expect a knowledgeable, helpful service agent who understands the reason for the call and provides accurate, relevant answers or solutions as quickly as possible.
With the volume and variety of customer inquiries on the rise –and more options such as social media for the public to share opinion- your quality assurance program helps tremendously by monitoring call center service in-house, keeping any drop in customer satisfaction, longer call times or higher operating costs at bay. Yet –
- How do you know your call center service is what customers want?
- How do you deliver that level of assistance consistently?
- How do you keep your agents motivated to increase their productivity?
CALL CENTER QUALITY CONTROL conducted by a third party is another metric to gain insight based on customer interactions with your call center agents. Based on your specific business requirements and customer base, a call is placed on your behalf to a customer after speaking with your agent, providing critical feedback on your service. Using an outside firm to ask in-depth questions provides a complete understanding of customer perceptions and opinions based on their verbatim comments and input, in addition to avoiding any bias in evaluation or uncovering issues that internal teams may miss. Typically, results are made available online immediately after the survey is completed.
MAKE THE CALL. Third party call center quality control can dramatically improve service for customers by reducing hold times or transfers and creating personal relationships with your agents. It can help agents improve their skills and give their supervisors a better understanding of service quality and effective ways to manage motivation. Overall, companies will benefit from reduced training costs and employee turnover, improved productivity and increased customer loyalty.
THE SRC ADVANTAGE
Service Research Corporation’s up-to-date call center in Lincoln, Nebraska is staffed with highly motivated, experienced and seasoned agents who are trained in exceptional service, including bilingual conversation. The average tenure of our call center employees is six to 15 years, which is quite unique in the industry.
Our quality control program analyzes statistically-significant data representative of our clients’ total call center population that can be used to identify overall strengths and weaknesses, as well as data on individual call center agents and their supervisors. Depending on the application, this data can influence training programs, marketing, sales opportunities, employee bonuses and trend line data.
The Hot Sheet. SRC works with our clients to develop criteria for a hot sheet of critical customer feedback. Low-scoring responses are flagged and reported within a few hours or no more than 24 hours to company representatives for immediate follow-up.