- Does my Quality process drive business results?
Does my Quality process drive business results?
Does it help in increasing revenues or decreasing costs?
Does my cost of Quality keep pace with the fluctuations in volumes / revenues?
Can I predict Customer Sat based on my Quality Scores?
Are my Quality scores aligned to the Customer Behavior (Churn / Retention / Sales / Customer Satisfaction)?
Is my feedback mechanism effective?
Is the feedback lost in translation from the monitor to the person who delivers the feedback?
"You don’t get a second chance to make a first impression.” The sage who authored this axiom must have had call centers in mind. Clearly, maintaining quality is critical in every aspect of a company’s operation, but in few areas is it more important than in the call center. The reason is simple: It is often the initial customer “touch point”--that is, one of the first areas of a business with which a customer makes contact. Accordingly, the call center carries the burden of providing a company’s first impression. Whether that impression is positive or negative can help advance the relationship with the customer or prospect--or end it before it ever really begins. Consequently, managing quality in the call center has to be considered a top priority. Although developing and sustaining a high level of quality is difficult enough in the call center of an established company, it can be exponentially more challenging in a company that finds itself in an expansion phase. Indeed, businesses that are growing at rapid rates have their hands full when trying to ensure that their call centers meet the quality standards that customers and potential customers expect. WyzMindZ quality managed service WyzQ™ is designed to ensure Actionable Intelligence in the field of Call Center Transaction Monitoring system
WyzQ™ - A Third party Transaction monitoring Managed services ensuring unbiased
feedback on the call center quality
WyzQ™ ensures that no company will make perhaps the most egregious error a growing company can make, i.e., to focus on the core operations of the company at the expense of the call center. There’s no question that sustaining the company’s most essential functions must continue unabated. A computer manufacturer, for example, has to continually explore ways to make its computers better and faster while reducing costs. But in doing so, many expanding companies put all their resources into these areas and neglect the more mundane interactions that occur in the call center on a daily basis. Concentrating on core competencies while ignoring the call center, can be commercial suicide. It really won’t matter how well your computers perform if the prospect’s interaction with your call center is off-putting, uninformative, and downright forgettable. WyzQ™ service ensures that an independent third party team, provide un-biased feedback on the Call Center Quality.
WyzQ™ ensures that you hire the right skills & keep them updated through automated
It’s not enough to simply have people filling the seats behind the phones. You must ensure that those seats are filled by the right people. Unfortunately, growing businesses are often so focused on simply filling positions that they are sometimes not as focused on the actual qualifications of the people they hire. Thus, in a hurried effort to get bodies into the seats, some companies don’t get the best people for this crucial role. In the end, the way these growing firms recruit people, the low wages they often pay, and the lack of training that they provide are all part of a shortsighted approach to a vital ingredient of managing quality while simultaneously managing growth. The demographics of the population, including education levels, literacy, unemployment rates, and wage costs are all factors that must be accorded high priority. Before any hiring is done, however, it is crucial to define the exact roles that the people will play in your call center operation. The role of your call center agents also varies sharply depending on what you’re selling. When your product is actually a service (such as phone, cable, electric, etc.), your call center agents can’t just answer the phones and take orders; they have to provide a more consultative and empathetic interaction. Creating empathy starts with call center agents putting themselves in the customers’ shoes to understand every type of transaction and how to respond. By understanding how the customer feels, agents can respond with muscle memory when the situation arises. Ultimately, once your business begins to “bust out,” you must reevaluate your current call center agents to confirm that they are the right people for the job. What’s more, the same diligence must be paid to the qualifications and temperament of the people who will hold this vital post in the near future as your company begins to blossom. With WyzQ™ you can be rest assured that a trusted third party partner is consistently delivering on above said requirements.
WyzQ™ service ensures that your organization is sees as an organization that has
"The quality footprint"
There is a great deal of discussion about a person’s carbon footprint, which is defined as how each of us affects the environment by the actions we engage in as part of our daily existence. Quality has a footprint, too. The actions in which call center agents engage every day serve to stamp a footprint of quality--or lack of quality--on everyone around them, not only in their own department but throughout the enterprise. A negative experience in the call center not only taints the customer’s or prospect’s overall perspective of your company; it also has a footprint that will be seen and felt in other operational areas. Thus, a customer who has just banged heads with a call center agent is likely to be much harder to please when he or she has an interaction with another department, such as technical support. Conversely, a positive call center experience can smooth out transactions with other company areas that may otherwise have proved troublesome. The quality footprint is a concept that translates well not only to rapidly growing companies but also to companies of any size that want to impress on their call center agents the critical nature of their jobs. With WyzQ™ you can be rest assured that your organization is creating a "WOW factor".
Without question, the most effective way to measure call center quality is call monitoring. By listening to a statistically valid sample of customer telephone interactions and scoring them against various criteria, companies can learn if their agents are performing up to snuff while ensuring that the agents most in need of coaching actually get it. The truth is, a surprisingly large percentage of companies still do not perform this critical function. Because resources are often stretched thin, this vital aspect of call center success can sometimes be overlooked. This is a huge mistake, mainly because the success of any call center relies heavily on measurable “metrics,” which can only be garnered through effective call monitoring and evaluation.