Quality Assurance – Closing the Gap
The Common Gap in Call Center Quality Assurance Programs
With the deployment of both technical and non-technical solutions to support call center quality assurance processes, we have identified a common gap. This gap is not providing feedback and coaching, an integral part of the call quality assurance process. To provide some context, feedback and coaching is just one step in a multi-step continuous process of quality assurance. However, it is often the weakest point. Regardless of the technology involved, a solid call center quality assurance process […]
Over Automated and Under Served
Has Customer Service Become Over Automated?
What your Quality Assurance Program Can Tell You About Your Service Automation.
Automation and Efficiency
So many call center technology solution companies base their sales pitch on the efficiency gains through automation. There have been some fantastic strides forward in the development of tools allowing customers to interactive more easily and quickly with companies’ customer service representatives. From bots that answer questions and facilitate basic automated functions, to “Call me back” features allowing a customer […]
The New Bunker Economy
The Dramatic Shift to a Bunker Economy
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 […]
Artificial Intelligence – Enhance Call Center Quality Assurance
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 […]
Is your outsourced call center HELPING or HURTING your business?
What are outsourced call center services?
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 […]
Evaluate Quality – New Release (Call Center Quality Assurance)
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. […]
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 […]
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 […]
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 […]
Contact center quality solutions improves your call center’s performance
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.
That’s why quality analysis, or QA, is […]