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- 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.
- 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.
- 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 and its proprietary web-based reporting tool, HyperView, 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..
- 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.
- 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.
- 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.
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