Call centre quality
“Your call may be recorded for training and quality purposes”: almost every IVR these days plays this message but do you ever wonder what happens to your call if it’s the one that is selected?
Organizations have various approaches to using call information to improve customer service and enhance agents’ performance. As an example, here at BPA we work with lots of International companies to help them in maximizing the impact of this vital information.
So what happens? Well, some of these calls are directed to us, at BPA, many of them pretty quickly. The recorded call journey is ready to begin.
The first stage, at BPA, resembles slightly a service station (or garage, as we often prefer to say). Our highly trained call analysts will pick up a call and carefully listen to it – like a car mechanic will pick up a car, indulging themselves in its motor’s sound and diagnostics.
The analysis begins. The MOT list contains lots of boxes that will be ticked (or not), based on the outcome of the check. Nothing can be omitted, everything has to be scrutinized. If needed, the car will be dismantled, repaired and put back together again.
The driver and the passengers’ safety on the road will hugely depend on this. The ‘finished product’ will only then be returned to its legitimate owner.
Our Quality Analyst’s list (or as we prefer to call it “evaluation form”) is equally long and detailed. The call will be listened to, every area of the call will be analyzed and assessed accordingly. If needed, the call will be dismantled, paused, replayed, re-listened and evaluated according to the very high and specific pre-set criteria. The feedback will be entered, both good and bad (we’d rather call it ‘positive’ and ‘constructive’); comments will be added, valuable insight will be gained.
The call centre and company’s success in their market will hugely depend on this feedback and insight. It is vital that the feedback is checked and calibrated before the finished product is returned to the center that undertook the original transaction.
Next, the owner (our client) will soon coach the call assistant of the dismantled call on specific areas to improve their performance.
These days, cars are sophisticated and service stations will often specialize in looking after one particular make only. There may be little point taking your Vauxhall into Citroen’s garage. If you want to maximize performance, you go to the experts.
When it comes to call analysis, compliance and insight, we at BPA are specialists.
We don’t pick up just any call – we specialize.
Each team is professionally and highly trained to work for an assigned Client. But that’s not all. Clients may need to address particular aspects of monitoring in more detail, each of them requiring further level of specialization – we offer it; our projects are multiple.
Many of our Clients are global, with call centers all over the world, speaking multiple languages – that’s not a problem for us, either. With a great range of native speakers from each part of the world, we simply can do it!
How do we do it? Well, that’s another story.
By Ewa Murphy_July 2015