    |
- 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 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.
|
