Call center QA can identify and focus on areas to work on in the operation
From a customer service standpoint, many companies, and even entire industries for that matter, rely heavily on their call centers. Some can even go as far as saying that the first contact a customer makes with the company, through the call center most often, can be a “make or break” moment with that customer right there. If the customer is satisfied with their call center experience, the chances are considerably much better retaining that customer than if the customer’s call center experience is a bad one. Customer service and satisfaction has never been more at a premium than it is right now, and the call center’s performance can have a great deal to do with that.
Why call centers need call center QA
Every employee in every line of work needs some manner of accountability in their performance to help them reach optimal performance levels. For call centers, this accountability is reached through call center QA, or quality assurance.
Call center needs of their agents can vary from business to business. Some call centers, for example, count among their most important responsibilities the offering of promotions or upselling products for their clients, while others may put their more primary focus in other areas. For such reasons, call centers brought in by companies need to have the flexibility and resources to be able to change and adapt to situations as needed. To ensure that the call center is performing up to the expectations of a company, an industry-leading call center monitoring company, utilizing advanced technology, should be brought in to monitor and evaluate the call center’s activities.
How call center QA can assist their operation
Utilizing fully customizable call center management solutions, call center monitoring most effectively implemented utilizes one centralized system to evaluate and monitor activity through all service channels the business relies on. These channels, on top of telephone calls, can include email and chat. As all center activities are evaluated in real time, assessments on performance can be made quickly. Comprehensive data and reports can be submitted to company representatives, who in turn can address problems or concerns right away.
The multiple benefits of call center QA
Sage Advantage, an industry leader in call center monitoring through QA, implements their Evaluate Quality advanced technology and programs to greatly benefit client businesses in a number of ways. On top of monitoring, evaluating, and training call center agents on better and more efficient means of conducting their operations, there are other very well-defined benefits quantifiable by hard data.
By quickly identifying gaps or problems in efficiency, processes can be optimized, reducing operational costs. With optimal processes in place, any programs in implementation through call centers can help to increase customer retention, increase conversion of sales, and thereby increase revenue stream. And as important as any other factor, call center QA provides an ongoing monitoring system, a much-needed system of checks and balances.
Contact Sage Advantage, in Scottsdale and Phoenix AZ, to help optimize your call center QA
To see for yourself just how beneficial the levels of service Sage Advantage can bring to your business, set up a free one-on-one demonstration with us. You can also attend one of our free quality workshops to see how the cloud based software at Evaluate Quality can help your call center set new heights in productivity and customer satisfaction, which benefits the company at every level.