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The Business of Quality

by Frank Camp, Senior Vice President, GCS - March 25, 2013

The Business of Quality
By: Frank Camp, Senior Vice President, GCS

I’ve been spending some time over the past few weeks looking at the call quality monitoring feedback our clients provide us. The call quality monitoring can sometimes seem like it’s an awful lot to handle, but it serves many purposes for clients:

First and foremost, the call quality monitoring process gives clients insight into how you are interacting with their customers. Almost everyone is aware, interactions with customers when you call them to offer a product or service or handle an inbound call is often the only interaction a customer may have with the client. To the customer, you are the client and you must represent yourself accordingly. Clients monitor to ensure their providers are professionally treating their customers with respect and increasing the bond they have with them in a positive way. You must always remember how you represent the client to their customers.

Second, call quality monitoring is conducted for compliance purposes. Most of your clients operate in environments where they must adhere to certain standards around scripting, product, offer, use, etc., based on laws, regulations, company rules and guidelines. The call quality monitoring process demonstrates for them how well you follow all aspects of compliance and confirms the guidelines they have provided us are meeting their needs.

Call quality monitoring by your clients or their designated 3rd parties is meant to give feedback. If many of you have seen the feedback from clients, you probably know they look for the same things as the contact center provider surrounding call flow, voice inflection, key word emphasis, pace, tone, response usage, etc. Clients provide monitoring feedback to help you improve. In most cases, clients score their sessions independently from your own internal sessions and provide helpful suggestions to both teams and areas within their own organization. Strong scoring is vital to keeping their internal teams’ perceptions at a high level.

There are other big benefits to call quality, but one last one I’ll share is how call quality monitoring from our customers helps you calibrate against their expectations. Just as you might calibrate between your different contact centers, clients want to calibrate with you and share best practices they learn from listening to interactions with other contact center providers. This calibration can really lend itself to identifying further ways you can improve our performance and not get blindsided by a competitor.

Quality Monitoring is a very valuable interaction with your clients. It gives you a chance to demonstrate for them, just how high a level of professionalism and preparedness you can deliver!



 
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