3rd Party Remote Call Monitoring Feature
June 20, 2016
Quality Has Become More Important Than Ever
By Stefania Viscusi, Assignment Desk, Content Management
Quality is an important end goal for any product or service. For businesses, quality makes its possible to grow sales and a loyal customer base. These two pieces are important to success. Without them it’s hard to keep a business profitable and moving ahead. Contact centers, which have traditionally been key to keeping customers happy with a business are now starting to focus heavily on having tools in place that help them to deliver consistent quality.
The latest move to make quality the main focus, not an afterthought, is changing how things are done for many. As a recent blog by BPA Quality points out, “More and more leaders in our industry are challenging their organizations to re-think their quality models and making Strategic Quality a foundation pillar within their growth plans.”
This, BPA Quality notes, is also driving a growing interest in understanding and utilizing end-to-end Quality offerings. That means forgetting about costs and thinking of it as solely a profit center – but looking at the bigger picture and starting to understand more intricacies about the business and its customers.
Quality teams made up of agents that monitor and assess daily interactions with customers are helping to make this possible. The information and data they gather from that monitoring is then used to drive business transformation.
Taking this concept a step further is quick action and proper timing. Being able to quickly assess insights and data and act on them in a timely manner is critical to winning the race against your competition.
The other thing to think about is training. Using this data to immediately correct behaviors, improve training and coaching and creating an employee centric environment can all help to transform business.
BPA Quality advises those who are just getting quality systems set-up or have had a system in place in the past, to find a reputable specialist and partner to assist with accurately measuring and providing advice on getting your quality and your business to the next level.
Edited by Maurice Nagle