The Informal Normal In A Black-Tie-Affair World
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Recording calls is an important step in the quality monitoring process. The supervisor should be able to replay a call. It is important for the agent to listen to their own calls subsequently for self-assessment.
So, when posed with the problem of not being a twenty four hour business and having to field calls at all hours during or after business hours, think of activating call forwarding on your phone and employing an answering service. This will create a more personal and helpful relationship with consumers, while costing a fraction of a wired system. The consumers will be able to have questions answered, leave messages, and even order a service, while you'll be able to leave work with a clear head knowing that all your consumers are being answered by a real human, and not a message machine or by the representatives of an opponent in this competition for business.
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Was the processs standard greeting used?
Was the problem diagnosed ?
Was the customer listened to patiently?
Are questioning skills to resolve the call effective?
Were available resources used effectively to resolve the call
Was the follow-up action to be taken after the call conveyed properly?
Were call closure guidelines adhered to?
Call forwarding is a service provided by your telephone company where calls that come in are automatically forwarded to a number you provide. This can be an active service (you can turn on and off call forwarding when you want) and a passive service (called no answer call forwarding where the phone rings a set number of times and forwards to another number if the call does not get picked up). Call forwarding is the method you route your businesses telephone calls to an answering service or call center service you have contracted with.
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Sales and customer satisfaction are the two most important things in the service world. With call forwarding, both of these are managed by live call center operators when you are unavailable. At any time, you have the option still using the your call center or your own employees to answer your phone calls by activating or disabling call forwarding (usually *72 to activate and *73 to deactivate). After you & your employees leave for the day, it is recommended you get in the habit of turning on call forwarding when you leave the office to ensure 24 hour customer service.
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Guide to Creating a Quality Monitoring Process
The primary objective of quality monitoring is to improve the performance of the call center. It is not intended to provide an accurate indication of individual agent performance.
Recent survey shows that there is very little correlation between call quality monitoring ratings and first call resolution (FCR) and customer satisfaction (Csat) ratings. Given that call quality monitoring is very expensive, it is essential that you evaluate your call quality monitoring program to periodically assess what impact your call quality monitoring program has on FCR and Csat and to continually improve your call quality monitoring practices
Conclusion
Size of your contact center need not be a limitation for achieving best-in-class quality. The person on the other end of the line does not know if your contact center is small or large.
A quality monitoring process should be reviewed and improved periodically via feedback loops within the support center. The process of creating a new quality program is a continuous cycle.
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