The Agent’s tone of voice is key for any contact center to achieve excellence in customer experience. Core elements in call center CX.
Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.
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.
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.
We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.
One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.
Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.
As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.
Coaching is an integral part of a successful quality program; learn the pitfalls and KPIs for a successful coaching programme.