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Evaluation Services Success Stories
Use the power of call monitoring and evaluations to increase sales and customer satisfaction.
Today's customer contact executives know that evaluating call quality and coaching call center agents are two of the best ways to improve a company's customer service procedures and, ultimately, increase customer satisfaction. But can call evaluations and coaching have an equal impact in the sales queue? An Affinity Marketing Company with 10 call center locations and 1,000 agents, wanted to increase new sales and reduce sales cancellation rate. When agents were evaluated and sales were verified more frequently and thoroughly, cancellations dropped and sales went up. In addition, initial evaluations led to further analysis of agent performance and scripting, with equally positive results. The Affinity Marketing Company received powerful proof that with the right partner, it's possible to increase sales with a relatively small investment in call center methods.
Call Monitoring Helps Online Educator's Contact Center Agents Learn Valuable Enrollment Lesson!
One of the world's largest online educators boasts some enrollment statistics that, frankly, put it at the head of the online-college class. Consider: The percentage of students who enroll at an online college or university but do not actually start is, on average, about 30%; at this institution, that figure is less than 10%. Clearly, students who are accepted, maintain a high level of excitement and enthusiasm about attending one of the country's premier online institutions.

The quality of the school's academic programs is undoubtedly part of the reason for this success. Offering online instruction in a variety of subject areas and disciplines, the university's online degrees and distance learning programs are unique, based on their "emphasis on teaching you how to absorb and apply the real-world knowledge that will be meaningful in your professional life." Given that the school's typical student is in his or her mid-30s and is a working adult looking to improve skill-sets and marketability, this practical approach to education makes perfect sense. However, equal credit for these impressive numbers must be laid at the feet of the online academic advisors who qualify prospective students via telephone, according to the university's director of contact center solutions.
Financial Services Giant Cashes in on Call Monitoring Benefits
An internationally known leader in the financial services industry had several issues regarding its call center quality scores. To begin with, the accuracy of the scores it was receiving through its internal technological resources was suspect; consequently, the company wanted a third party to begin monitoring calls and recording quality scores in order to validate the results from its internal system – an accuracy "audit", if you will.
Call monitoring and calibration across multiple centers: start small and focused, then roll-out for maximum improvement and ROI
Call quality monitoring – including frequent and precise calibration – is one of the best ways to improve a contact center. A global management consulting, technology and outsourcing company wanted to standardize calibration, reduce Average Handle Time and increase customer satisfaction across multiple contact centers operated by several different providers. Three carefully crafted projects allowed the company to manage improvements from the big picture to the agent-level. First, precision calibration using Gage R & R analysis improved quality scores while reducing costs. Next, AHT was reduced from 19.78 to 17.86 minutes when the parts of each call were analyzed and it was determined that agents were not properly following call steps during one common call section. Finally, a custom-designed in-house academy for training call center agents resulted in CSAT Scores which increased by 5.9%, exceeding goals. The reduction in AHT alone resulted in a $192,000 annual cost savings and when rolled out is expected to generate nearly a $6 million annual cost savings for the corporation. The successful return on investment for these projects set a foundation for quality monitoring and management, which the company has rolled out and now applies to customer contact providers throughout its business.
Call Monitoring Helps Fitness Equipment Manufacturer Put Muscle Into Customer Care, Sales Efforts
As with most successful companies, a major fitness equipment manufacturer puts a premium on continuous improvement. Towards that end, the company frequently performs fitness "check-ups" on its various internal operations. And although the majority of these operations are the picture of health, the company did uncover one area that required some attention: the call center operations.
Sometimes it takes an objective third-party to truly see your customer service — and keep quality on track
When a company is busy providing quality customer service day in and day out, it can be difficult to find the manpower for a special project within the call center. A 54-yearold direct marketing catalog company wanted to learn more about the time its agents spent on specific portions of customer calls. When calls were evaluated and timed by an objective, third party team, the company was able to judge the success of its upsell and cross-sell programs, as well as determine the profitability of special promotions and offers. This in turn led to a revamped upsell program and improvements in talk times. The company received powerful proof that with the right partner, special projects can be completed – and superior customer service can be maintained – with little additional cost or effort.
Fast-growing business? Call monitoring and evaluation can ensure your customer satisfaction levels keep up the pace — while keeping costs down!
Today's customer contact executives know that monitoring call quality and coaching call center agents are two of the best ways to improve a call center, but how do you monitor enough calls to make a difference, when the business grows faster than old, traditional monitoring methods can handle? An internet service provider, growing quickly in a fast-changing industry, with four call centers and 700 internal agents, wanted to increase monitoring, improve customer service and keep quality levels up even as new companies were acquired and new customers were being added. When agents were evaluated more frequently by an objective, third-party team, with comprehensive reports and daily feedback and coaching suggestions, the call centers experienced improved quality scores and customers reported higher levels of satisfaction. The company discovered that with the right partner, it is possible to reinvest in the customer experience while simultaneously driving costs down — at any speed.
Increasing the frequency of evaluations improves call center quality performance.
Customer contact executives know that call quality monitoring and the coaching of call center agents is one of the best ways to improve a call center. A travel services company, with two domestic call centers and over 400 agents, conducted a call quality monitoring and coaching test utilizing HyperQuality's performance and workflow management SaaS solution, at its busy call centers. When agents were evaluated more frequently, the call centers experienced a total net ROI of over $100,000 during the pilot program. The company was able to reduce call handle time saving $78,000 while increasing net profits per call. Total Quality Assurance scores improved almost 12% — and the call centers achieved a coaching level of 100%. The travel company received powerful proof that agents will improve when they have frequent, consistent quality assurance monitoring and the related coaching feedback. With the right tools, supervisors can be relieved from the constant pressure to monitor and evaluate agents and to focus on the more important and value added activities of supervising, coaching and day-to-day operations..
No matter how firmly entrenched your company's old habits are, it's easier than you think to achieve EvenBetter customer service.
No matter how long a company has been around, there's always room for improvement in customer service. In fact, sometimes the older the company, the greater the opportunity for progress. Today's customer contact executives know that monitoring call quality and coaching call center agents are two of the best ways to improve a call center, but sometimes old habits and entrenched systems inadvertently hinder the development of a robust monitoring and evaluation system. An electric utility company with a 120+ year history, three call center locations and 460 internal agents, wanted to increase monitoring, improve analysis and — ultimately — improve service to its customers. When agents were evaluated more frequently by an objective, third-party team that could spot trends and make proactive suggestions for improvement, the call centers experienced improved quality scores and customers reported higher levels of satisfaction. The company received powerful proof that with the right partner, it is possible to teach an old dog (and old call centers) new tricks.
Use the power of call monitoring to improve customer service — no matter what.
Customer contact executives know that call quality monitoring and the coaching of call center agents is one of the best ways to improve a call center. A relocation company with five call center locations and 500 agents wanted to find a partner to increase call monitoring, assist with improving customer service, identify ways to prevent order cancellations, create third-party objectivity to produce data to manage partner relationships, and garner additional intelligence from their customer interactions. Sound impossible? Not hardly!
New monitoring program energizes call center performance at energy company.
A primary factor in the success of a leading electricity and natural gas company is the energy the company puts into its customer service operations - particularly its Customer Care and Credit Contact Centers. When residential customers call the Energy Company, they expect to talk to knowledgeable and resourceful people who can answer their questions and solve their problems. It's not always easy, yet the approximately 600 call center representatives are trained to maintain grace under fire, while they field tough questions or deal with the occasionally disgruntled consumer.
Giving call center agents direct access to evaluation scores improves performance.
Customer contact executives know that call quality monitoring is one of the best ways to improve a call center. The leading provider of comprehensive waste and environmental services in North America, a $12-billion company with 35 call centers and 1,500 agents, conducted a call quality monitoring test utilizing HyperQuality's performance and workflow management SaaS solution, at two of its busy call centers. When agents were given direct access to their quality evaluation scores and feedback, that call center experienced a 54% improvement in total quality score. In contrast, when agents received feedback from supervisors, that call center experienced a much-lower 12% improvement in total quality score. The Waste and Environmental Services Company received powerful proof that agents will improve on their own when they have the tools to receive accurate, reliable and consistent feedback. In addition, supervisors were freed-up from the constant pressure to monitor and evaluate, and were able to focus on supervising, specialized coaching and day-today operations, resulting in additional performance benefits and cost savings.
Call Monitoring and Evaluation can ensure you continue to acquire new customers — while keeping costs down and satisfaction up!
The residential communications industry is a highly competitive field, in which customers frequently are enticed with promotional offers, new product bundles and faster services. In this commoditized marketplace, the only way to differentiate is through top-notch customer service. One internet and telecom service provider wanted to maintain a consistent customer experience across four diverse environments. The company also wanted to increase the number of calls evaluated, plus establish monitoring for customer welcome calls and service design/set-up calls, which it did not have with its existing inhouse system. Ultimately, management realized customer service is a revenue-generator, so they wanted that "shot in the arm" that was needed to revitalize customer contact quality — and to get it while experiencing double-digit growth every quarter in one particular division of its business.