Quality assurance is the cornerstone of call center management practices. Optimizing QA practices increase agents’ efficiency, reduce wasteful spending, and enhance the quality of the service to customers. The combined benefits of optimizing QA practices provides a competitive edge, making identifying the best call center quality monitoring program essential to overall success. Comparing Quality Assurance …
Nothing is as important as the quality of services or products that you offer to your customers. It determines the level of customer satisfaction, employee engagement and your revenue. To monitor how you are doing with respect to quality, you need a set of standards, policies and procedures to be followed by everyone in the …
Automatic Conversation Insights for Quality Assurance: 5 Tips Read More »
One of the biggest ways a company can increase sales is by focusing on their contact center QA. Call center and BPO quality assurance are some of the top factors in determining a business’ level of success. Etech Global Services can help you find the best solution to address your call center quality analytics. When …
3 Call Center QA Best Practices to Try Right Now Read More »
For businesses that rely on the ability of their customer representatives to deliver outstanding service over the phone, call center quality analytics are a must. With call center quality monitoring, you can ensure that your employees are following the guidelines that can help your business succeed. Along with a monitoring program from Etech Global Services, …
10 Influential Ways to Improve Call Center Quality Monitoring Read More »
Any opportunity to improve call center operations is worth taking. Call monitoring and scorecards top the list. Call monitoring is a feature that allows you to listen in to a live call and track what matters most to the call center. The scorecard is a call scoring evaluation form that keeps track of agent’s performance. …
The Impact of Call Monitoring and Score Cards in the Call Center Read More »
Call centers handle thousands of customer calls every day and offering quality service is paramount to customer satisfaction.
It is often said that if something cannot be measured it cannot be managed or improved. Some aspects of a business are easy to put into measurements – sales or revenue per hour, conversion rate, contact rate, etc. These key indicators are critical to determine sales success. Inbound channels have additional standards to ascertain the …
Quality Metrics — Unveiling the Strategic Information for your Business Read More »
Quality improvement is dependent upon a commitment to two things — to monitor customer interactions and to use those interaction evaluations within a performance improvement process. This article will provide tips on how to create and manage a performance improvement process utilizing a quality assurance team. The most effective quality monitoring process combines feedback from …
We monitor calls to ensure that the set quality standards are achieved. However, call monitoring is not only for identifying problems and agent opportunities, but also for detecting what is working and cascading it to the entire team. Even as social media evolves and an increasing number of customers are reaching out through these channels, …
Quality assurance is defined as the maintenance of a desired quality of service especially by means of attention to every detail of the process of delivery. In the call center field, there are quality assurance processes in place to ensure that during a customer interaction a consistent standard of service is maintained. The highest duty …
Etech Global Services offers BPO quality assurance services to increase sales and enhance customer satisfaction as well as gather important business intelligence. Quality Assurance is the means by which we measure the effectiveness and efficiency of business processes and here at Etech, we pride ourselves on the fact that our QA offering is second to …
Etech Global Services: Going the Extra Mile in Quality Assurance Read More »
A well-established Quality Assurance program ensures a higher level of customer satisfaction due to improved customer service, which can lead to greater profitability for a business. Companies have the option of employing front line supervisors, establishing a dedicated internal Quality Assessment team, or hiring an independent third party QA service provider to implement the QA …
Who Should Really Be Listening and Evaluating Your Calls? Read More »
