Have you ever called into a business call center to try to receive some assistance with something only to receive terrible customer service? This kind of thing happens in a lot of businesses, and it can be a deterrent to customers ever wanting to do business with a company ever again.
Prevent Poor Customer Service
It is your responsibility to prevent poor customer service by using quality assurance measures. This means doing things like checking to make sure that phone calls between customers and your employees are going according to plan. This means that there should be some code of conduct rules that you have set out for your employees.
Code Of Conduct
A code of conduct may sound like you are trying to be strict with your employees or that you are not treating them like adults. In reality, you are just trying to enforce rules that will provide for better interactions between your employees and the customers who call in. Having a code of conduct means that you can have certain expectations of your employees that they are supposed to meet, and everyone knows what they are supposed to be doing.
Just because you have a code of conduct does not mean that everyone will follow it as they are supposed to. There are always some who will not want to follow the rules. They are simply not happy to go along with the general conduct that they should in order to make sure that customers are treated as they are supposed to be. It is therefore best to ensure that all of the employees are following appropriate procedures. Checking the phones via call monitoring is the easiest way to answer the questions you may have about the service customers receive.
Contact us for more details on using call monitoring in your business.