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- 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 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.
- 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!
- 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.
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