20 Call Center QA Needs for a successful Quality Program
With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.
This Contact Center Quality White Paper will examine Why Call Center Quality Monitoring is important to Customer Experience, Sales, Business Process Improvements, and so much more.
Over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies and the drivers for their performance.
Call Center Quality Monitoring Defined
As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.
Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.
Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost.
We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.
One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look.