Anatomy of a good call part 4: The Future
What is a Quality Monitoring Scorecard?
We talk to Call Centre Managers & QA Managers every day, and scorecards will come up in the conversation close to 9 times out of 10. Some Call Centres are already using them in some form or another, but there is a large enough percentage of customers that would be new to the concept.
Check out this overview of what you should be looking to have in your scorecards…
Anatomy of a good call: Part 3. Measurement
Typically Call Centers measure calls handled, average handle time or first contact resolution. In the case of a sales team the number of sales closed is often tied to performance. These are all justified and important to track, however, how do you REALLY know that you are providing a quality service?
Anatomy of a good call: Part 2. Best Practice
During their job interview your agents will have said that they are great communicators. You will have assessed their language skills, their ability to do the job technically, their levels of empathy and their general demeanour.
Anatomy of a good call: Part 1. Your Agents Brain
You can do better without spreadsheets
We spend a lot of our time talking to the business community about their quality management process and it turns out that nearly 48% of quality managers use spreadsheets to measure the quality of the customer service function (with 18.5% using paper!). This article looks at the issues surrounding the use of spreadsheets.
What’s drink driving got to do with it? (A comment on Regulation)
Buying Call Center Quality Monitoring? Ask these Questions.
14 Product Feature Questions to Ask when Selecting a Contact Center QA Tool
5 Pricing Questions to Ask when Choosing a Call Center QA Solution
Quick Call Center Coaching Tips to Improve Performance
5 Fundamental Elements of Contact Center QA Solutions
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