In the second of our blog series on the art of conversation, Helen Beaumont Manahan, EMEA Quality Solutions & CX Manager looks at the importance of creating a connection in conversation in call centers during the daily operation. Conversation and connection are inextricably linked. As humans, a connection is a vital need for all of … Continue reading Creating connection in conversation – The art of conversation: Part Two.
BPA Quality is asked almost every day, “Why should we outsource Call Center Quality Monitoring, especially since we have an in house team or managers currently doing QA?” The answer is simple … so you get unbiased, cost-efficient, and consistent evaluations on-time by people that specialize in impactful, actionable insights that target the voice of … Continue reading Why Outsource Your Call Center Quality Monitoring?
In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Most of us would rather text than talk. In fact, texting is the most common way people use their smartphones – an invention which began life as a way to communicate with your voice. So, how has this apparent loss … Continue reading The art of conversation: Part One.
In the first in our latest blog series on ‘seven deadly sins’ in various aspects of call center operation, Pete Dunn, Community Engagement Manager, discusses how to ensure your call monitoring is saintly. Call monitoring is a fine art. It requires skill, knowledge, acute perception and the ability to turn observations into actions. So, there … Continue reading The Seven Deadly Sins of Call Monitoring
Top 20 Call Center Quality Assurance Best Practices Define the goal: Map your QA process to business goals Build a QA quality culture and behavior framework: framework centered around improving the customer experience by focusing on the effort the customer makes, minimizing conduct risk and providing the most positive customer outcomes Remove the perception of … Continue reading 20 Call Center Quality Assurance Goals
I get to help with quality dilemmas every day. I field questions about how agents can better connect with customers, deliver call center service excellence, and show they care. Leaders tell me, “I want the customer to feel like we are on their side and that we are listening to them.” There is no doubt … Continue reading Is Service a Priority in your Quality Program?
