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Why Changing the Standard of Quality is Critical to Succeeding in Customer Service

3rd Party Remote Call Monitoring Feature

July 14, 2016

Why Changing the Standard of Quality is Critical to Succeeding in Customer Service

By Susan J. Campbell, TMCnet Contributing Editor

How does your organization define quality? It’s an ambiguous word as it doesn’t necessarily mean the same thing to everyone. And how do you define it if the standard by which you compare changes over time? This is a tough area to get just right, especially in the call center industry. If your standard of quality does not match that of your customer, you’re missing out on key opportunities.


In a blog by 3rd party remote call monitoring company, BPA, we have an opportunity to re-think quality models. Too many customer service organizations have focused quality performance on business intelligence and “box ticking.” Instead, there should be a Quality Team in place that provides insight and analysis as the basis for key decisions.

When the Quality Team serves according to the outcomes sought by a 3rd party remote call monitoring provider, the benefits realized across the board are measureable. You’ll see improvements in marketing, recruitment, compliance, customer advocacy, employee engagement, processes, product designs and more.

The Quality Team serves as your eyewitness to daily customer interactions. How you harness the insight they provide will either create opportunities for your business, or leave you wondering why you have 3rd party remote call monitoring in place. Managing expectations is important here, as well as guiding company leaders on what they need to do with key information captured from customer service interactions.

According to BPA, there are consistent key success factors that must be taken into consideration in order to drive success in the call center space. First, the Quality Team needs to be truly independent and impartial. Those who are relying on their information won’t get good insights if it’s skewed according to someone’s agenda. True and honest insights are the only ones that will help you improve your business.

It’s also important that outputs are highly calibrated so that they are credible. At the same time, create an employee-centric model that is built around engaging people. Employees are the primary touch point between the company and its customers – they must be equipped with the tools and motivation necessary to drive success. That includes coaching as necessary to focus on continuous improvements.

All elements of your programs must be engineered toward your business strategic goals. That includes a system that enables immediate action by the right people at the right time. When the right people are in place to gather insight and report on it in real-time, you have the tools and the information to set that new standard of quality and improve the overall experience for both employees and customers.




Edited by Alicia Young
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