BPA Featured Article

Gain Perspective on Your Call Center Operations from the Outside, Not the Inside

By Tracey E. Schelmetic, TMCnet Contributor
November 06, 2012

If you run or manage a contact center, you probably think it runs to the best of its abilities. You may believe your customers are getting a good experience, your agents are as happy as they can be, and your operations are relatively efficient.

If you’re like most contact centers, you think you offer better customer service than you actually do. Chances are your customers wouldn’t give you quite as glowing a review as you yourself would. It may not be your fault…sometimes it’s hard to see the full shape of the contact center when you’re on the inside looking out.

Many contact centers hum along on auto-pilot, convinced that because they have no major disasters on a regular basis, things are as good as they could be.

This usually isn’t the case. But how to remedy it?

Contact centers looking to improve operations should look outside of it for help. It’s the only way to gain a genuine, all-encompassing view of operations.

“Taking the time to step back and look into the inner workings of calls and coaching is a difficult task from someone so engaged at the front level,” wrote third-party call monitoring company BPA Quality in a recent blog post. “Using a third party to verify or conduct your evaluations is the best way to overcome the daily grind and truly get an outsiders’ (customers’) view of interactions with your agents.”

In today’s tight economy and ultra-competitive environment, it’s not enough to limp along behind “good enough,” particularly when it comes to interactions with your valuable customers.

“What does a quality interaction look and sound like?” asked BPA Quality. “You may think that your customer satisfaction is high; I don’t know about you, but I’d rather have my customer loyalty high. I want my customers to be advocates for my brand. Are your current satisfactions scores turning you customers into advocates or looking at your competition to do business with?”

Edited by Braden Becker


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