Quality Monitoring

Call-Center-Quality-Assurance

What, Why and How of Call Center Quality Assurance

How well you handle the  customer interactions across your contact center holds the key to business success. Customers have increasing expectations from the businesses when it comes to resolving their issues. Quick and effective customer service is the aim of all the business but upholding call center quality assurance every time a customer engages with …

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The Dilemma of Acceptable Call Holding Time on Busy Days

Long waiting queues are the bane of a call center. Customers do not like waiting. Whether they are tapping their fingers while being put on hold or staring at their watches in a checkout line, the time that they spend waiting definitely diminishes their customer experience. Long hold and wait times mean big service issues …

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Why Call Center Managers should focus more on Call Disposition Codes?

Call center managers want their team to excel in all the required fields for satisfying customers, whether it is from resolving a customer query to explaining the features of the particular service or a product. But do managers think about the plight of their agents after handling a frustrated customer due to lack of information …

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How to Improve the Call Center Data Quality [infographic]

The success of any call center campaign starts from its data accuracy. Accurate data is the foundation to top-notch customer service. It is estimated that Call center managers spend an average of 20% to 30% of their time scrubbing through bad data. But, how can you insure that your campaign starts off with the right …

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Key Considerations of Customer Effort Score as a Business Metric

The modern era of business has fortified the concept of customer delight which has led to technological transformation in every organization seeking towards achieving business goals. Customer delight has created the need for awesome customer experience. Organizations are focusing more towards creating strategies for improving the service level. But how many times do you think …

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4 Crucial Benefits of Call Tracking

Call tracking software helps the agents in monitoring and analysing the customer’s calls. Call tracking is an easy way to assess the customer’s intelligence and it even helps in tracking the company’s ROI. At the same time it helps in measuring the key performance level of your agents. The few benefits of  call tracking software …

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How to Improve Schedule Adherence in Call Centers

Call center schedule adherence is a kind of metric used, in order to determine whether or not the agents are working the amount of time they are intended to. Schedule adherence is important in call centers for ensuring smooth transitions between shifts, but is one of the biggest challenges faced by call centers today. Recently, …

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6 Best Practices in Agent’s Quality Monitoring for Call Centers

Customer experience management is of prime importance for all call centers. The customers come to a conclusion whether to continue doing business with that company or switch to a competition based on how their interactions are managed. Therefore, it is imperative for companies to adopt best practices to focus on customer retention and manage effective …

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