How QA is Changing Call Center Operations | 2nd of Series

It’s no surprise that Quality Assessment is one of the most important metrics to track when it comes to analyzing your customer’s experience. The interactions with your customer base in your call center can make or break the business relationship with those customers. And in reality, your clientele have the final say in whether they continue to engage with your brand or decide to abandon it.

So much so that, recent Walker reports show that by 2020 customers will value customer experience over price and product as a key brand differentiator.

And as a whole, 67% of customers would be willing to leave a business due to poor customer service. So, it’s all about the service, experience and quality of your interactions and engagement with your customers that will determine the longevity and retention of that business relationship.

With that being said, it’s vital to implement system to monitor and evaluate those interactions and set that as KPI for the agent. A tested and proven method of tracking these KPI’s comes in the form of quality scoring.
This method can help you measure what’s important to the business. It can also help identify root causes of identified issues, training or process gaps, and ultimately improve agent behavior and soft skills. It can also ensure regulatory compliance.

Видео How QA is Changing Call Center Operations | 2nd of Series канала Scorebuddy