The call center industry has soared to one of the most lucrative and important in the world. Countries like India, Netherlands, etc are the forerunners in the business. But the major countries like USA and the UK are also fast catching up. With increasing competition, the margin for error has become negligible.
Each call center today employs stringent quality measures and constantly seeks to improve. Indeed improvement services call center are also very popular in the industry. How much of a call center is? How can you help a call center already established?
The heart of the matter
Improving call center consists of several steps that evaluates and analyzes the operation of the call center. Based on the reports of analyzes, new plans are created to enhance performance and improve quality.
Call Monitoring: There was a time that meant a call monitoring supervisor monitors a live call. However, this practice was not feasible and was soon replaced by covert surveillance using digital recording. However, a comprehensive assessment program call has to be in place. Scoring, CSAT (Customer Satisfaction) and SLA (Service Level Agreement) are some of the factors that must be considered.
Digital Recording: Digital recording is a key to help CSR call quality. Digital recording devices and software are now quite reasonably priced.
Call Assessment: An assessment model calls have to be developed. Several factors must be taken into account while analyzing the calls.
Here are some of them:
Honesty: A very hard to achieve the quality of CSR. You’ll find a slight percentage of falsity in almost all calls to evaluate.
Attention: CSR should watch during the call. Are there a lot of empty phrases in the call?
Duplication: Is CSR repeatedly asking for information that the caller has already given at the beginning of the call?
Call Control: Is CSR in the call control all the time?