When a customer calls, you want them to be satisfied with the service you’re providing. You know your employees, and know that most of the time that is exactly what they’re delivering. However, having a system in place to ensure that is happening, that customers are getting the care and attention they deserve, is something that shouldn’t be overlooked. That crucial role is where call quality monitoring comes into play.
By looking at each call, you can get an idea of the service you’re providing, where it needs improvement, and which employees are going above and beyond the call of duty to ensure your brand is getting the representation you hope for. Remember, ensuring quality isn’t just about fixing problems; it’s also about rewarding those who already are doing great, which provides positive reinforcement, and sets the bar for what you expect from all of your employees.
Conventional wisdom, however, dictates that quality insurance in a call-center environment is done by supervisors randomly listening in on a small percentage of calls. While this can certainly identify deficiencies, the pool that it looks at is often too small to see smaller to medium-sized problems, which can cause a customer problem or even loss of business.
By using an innovative program that takes a look at all calls and evaluates them fairly and based on your standards, you can get a much larger look at how your employees are representing your company to customers. This allows for fine-tuning, and a more uniform approach. The program can even be used to save audio, which you can use later as training material to show what should be done, or what shouldn’t be done, when interacting with a customer.
To find out how CallFinder can help you provide excellent customer service, or fine-tune your existing system, contact us today to schedule your free discovery session.