BPA Featured Article

There are several components that contribute to a brand’s overall success. Targeted marketing, creative advertising, product quality, stellar customer service and so on are all important to a brand’s image. In this article, I’d like to focus on the last aspect: customer service. Customer service begins in the call center, where quality management measures are taken to ensure that each agent/consumer interaction is a positive one.

Call Centre Helper believes that call center quality management can actually predict a brand’s success. The way to do this is through quality assurance (QA) programs, which too many companies tend to overlook. QA programs let managers know exactly what’s going on during phone conversations thanks to call monitoring technologies. This gives a clear picture of what customers are experiencing when they contact that particular company.

Managers can take those insights and build a customer experience picture. Is it a largely positive experience? Are there glaring issues that need to be worked out? Are certain agents better at handling altercations than others? These insights allow call centers to meet customers where they are, and assign the right agents for each individual job.

QA and call monitoring also promote consistency in the call center, which is good for the overall image of a brand. If you’ve ever contacted a call center and had a great experience, and then called back and had a subpar experience, you know how frustrating it can be. Customers should have the same great conversation each and every time they call in—it shouldn’t depend on which agent picks up the phone.

Inconsistencies like that are some of the biggest detriments to a brand’s image; no one wants to do business with a company that’s great one day and insufferable the next. Reliability and consistency are what create customer loyalty in the end, and QA and call monitoring can help call centers ensure their agents are putting their best foot forward for every call.