Over the last few weeks companies have collectively invoked emergency operational procedures in order to abide by CDC guidelines to help slow the spread of Covid-19. This dramatic move en masse has effectively created a temporary virtual bunker economy, as all those that can work from home do so. However, some industries by their very nature cannot function in this manner as their primary business activity resides outside of the bunker. The airline and hospitality industries are clear examples […]
Call Center Quality Assurance (QA) Traditional Approach
Call centers, which include internal company centers and outsource centers engaged by corporate clients, want to validate that the service being provided meets their quality standards. Traditionally, call center quality assurance involves evaluating a random sampling of calls for each agent. Evaluations utilize a specific set of quality criteria for the line of business being evaluated. Across the industry, we have found many centers do not evaluate enough calls for a statistically valid sample size. This is due […]
Just a brief review of what may be obvious. Companies outsource the handling of their client interactions [calls] with their customers. Handling everything from reservations, customer service, order fulfillment and specialized services such as healthcare. They handle calls, emails and chats as the call center has become a “contact center”, handling multiple channels of communication. The call center outsourcer is the third party representing the client, however unbeknownst to the customer most of the time. Regardless of who handles the […]
Sage Advantage is releasing the 2019 update to Evaluate Quality Call Center Quality Assurance platform on January 12th, 2019. Powerful Analytics & Comprehensive Reporting: Evaluate Quality™ features reporting options designed for every member of your team — from agents and supervisors to managers and executives. This post provides a summary of the upcoming changes.
The update is a culmination of many refinements that have been in process through 2018. Changes include an updated user interface (UI) including easier to use larger format controls for dynamic reports. […]
By backoffice|2019-11-06T19:58:39+00:00May 22nd, 2018|Categories: Call center optimization|Comments Off on Call center optimization improves your call center’s performance
Simplifying your call center, can lead to improved service Call center optimization can help you simplify your call center, and in turn, improve the service your agents provide customers. It can be difficult enough to handle customer questions and complaints on phone calls, let alone trying to manage multiple systems while doing so. It can be equally frustrating for your quality team or management team to remember what system houses reports and what system houses call recordings.
Consider using Sage Advantage as part of a call center […]
By backoffice|2019-11-06T19:58:39+00:00May 21st, 2018|Categories: Call monitoring|Comments Off on Call monitoring ensures quality customer service in your call center
Regular review of phone calls help ensure quality customer service in your call center Call monitoring is a vital part of quality assurance in your call center. This important task helps ensure your agents are providing the best customer service possible to everyone that contacts your call center. It also helps identify areas in which agents need to improve, as well as agents who are performing well.
Even though this task is such an essential part of having a quality call center, many companies struggle to devote […]
By backoffice|2019-11-06T19:58:39+00:00May 19th, 2018|Categories: Managed QA Services|Comments Off on Managed QA services can help improve your business
QA is an essential part of your call center Managed QA services by Sage Advantage can help take a daunting task off your manager’s plate. QA is an essential part of having a call center that provides quality customer service to your customers when they call in. But, this is a big task, and many managers and supervisors aren’t able to squeeze all it entails into their already busy days.
That’s where we come in. When you use managed QA services by Sage Advantage, you get access […]
Your call center is the heart of your business Contact center quality solutions can help ensure your call center is providing quality customer service. Business owners know the vital role call centers play in the success of a business. Your call center is often the first, and sometimes only, contact your customers may make with your business directly. And a good experience with your call center can help keep an unhappy customer, while a poor experience can cost you customers.
Call monitoring is a big job, let someone help Outsourced call monitoring can help you tackle one of the biggest jobs your quality team has. Call monitoring is an essential part of ensuring your call center is running smoothly and providing the best possible customer service when your customers call in. But, monitoring calls and providing feedback and coaching can be a time consuming job. That’s where we come in.
Using outsourced call monitoring, like that offered by Sage Advantage, offers many benefits. See some of the […]
Quality monitoring is an essential part of call center Outsourced call quality monitoring can help ensure your call center is providing the best customer service possible when your customers reach out. Everyone knows the important role call centers play in helping retain customers, and a bad experience can cost you customers while a great experience can help you retain loyal customers. But, monitoring all the calls your agents handle each day can be a daunting task. Let us help.