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- 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.
- 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.
- E-mail Surveys Help "HEAR" Customer's Voice, Improve Customer Service
- Becoming the nation's preeminent broadband provider and maintaining that position - involves much more than technological acumen. It also requires a focused commitment to superior customer service. Bringing superior broadband technology to customers is half the equation; quickly and
efficiently resolving any problems that occur either with the product or the people who install it is the other. Towards that end, the company decided to engage the services of HyperQuality, the premier contact center quality assurance firm. The company was already relying on HyperQuality to monitor the performance of its customer contact centers, with excellent results. The company was intrigued by HyperQuality's newest offering, HyperSurvey, which helps companies gain insight into customer attitudes and perceptions as a way to improve their customer service.
- 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.
- 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!
- 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.
- 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.
- 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 and it's proprietary web-based reporting tool, HyperView, 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.
- 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.
- 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.
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