11 Oct Why using a quality assurance agency for your call center is vital
If you run a call center and believe the way your employees work could be improved, it may be time for your company to hire a quality assurance agency to help.
A good quality assurance agency will not only improve how your employees deal with customers, it will also help you run a better business and become even more successful at what you do.
Here are a few reasons why hiring such an agency could be vital.
Reviewing essential customer service skills — One thing the right agency will do is start work with your company by instituting essential customer service skills right from the beginning, and then making sure all your employees know what they are and how to use them.
After all, the right customer service skills will not only improve your employees’ ability to deal with customers, it will also make it easier for them to solve problems faster.
Employee performance measurement — Much of the time, one of the reasons why employees do not always do a good job is because they are not always sure how their performance will be measured and evaluated.
A good quality assurance agency will develop a program that lays down employee performance measurement in easy to understand terms, and will then make sure all employees are given feedback based on this criteria. More on this topic on: Quality assurance call center.
Monitoring of live calls — Chances are you do not have time to monitor live calls of most of your call center agents. That means many of them may be following certain practices during calls that are against how you want your business to be run.
Hire a quality assurance agency, however, and they will place people in your call center that will silently monitor live calls in such a way that every call center agent is eventually monitored.
They will then come up with ways each agent can improve their phone work, as well as tell them what they think they are doing correctly.
No call agent can improve how they deal with customers if they do not know they are doing anything wrong. The feedback of a well-qualified quality assurance agency is the first way you can help train them so they can.
Rate customer interactions via email and text — If your call center employees also deal with customers via email and text, the agency will also monitor these communication methods and advise agents on how they can improve them.
The same evaluation and employee performance measurements will be used as are used during telephone calls.
Agent coaching sessions — Of course, not every interaction with your employees should be critical.
A well-qualified, highly experienced quality assurance agency will also coach agents during group and individual sessions so that they feel comfortable improving their customer service skills.
These sessions will be on-going and will be held every time the agency feels groups of employees or individual employees could use some extra help.
With just these few ways of monitoring and improving your call center employees’ performances, a good quality assurance agency could drastically improve your chances of success.