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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.
- 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.
- 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.
- 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..
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