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- 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.
- 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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