By Megan Fallis, Vice President of Marketing
Using a call monitoring form is essential to assess the quality of interaction between the front-lines and the customer. Call quality is fundamental to providing a consistent customer experience which is critical to each and every business. Continue reading
By A.J. Windle is the Director of Client Engagement
People ask me all the time. How many evaluations should be done for an effective call monitoring program in our call center? The mindset is the more evaluations the better. While conceptually that makes sense, listening to more calls doesn’t make your representatives great. In my opinion, it is the quality of the call evaluation, who delivers the feedback to the agent and how the feedback is delivered which impacts behavioral habits. Continue reading
By Marcia Jenkins, Senior Operations Manager
For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring.
What is call monitoring? The agents are making calls, a quality assurance analyst listens to live or recorded calls. A top-notch quality assurance analyst ensures the agents have the help and feedback they need to grow and improve on their calls. This reduces turnover on the team and helps ensure a good customer experience.
Call monitoring also provides key info to the client. What are the trends from the customers? What offers are working? Where might the “Script” need to be reworked? A good quality assurance team will provide inside information to ensure a positive ROI. Continue reading
By A.J. Windle, Director of Operations
2017 was a fun, busy, exciting, and ever-changing year in our telemarketing services company. Looking back on the year has allowed our team to focus not only on our accomplishments but also evaluate and improve on ways to overcome our clients’ challenges (the key reason we exist!).
Here at Quality Contact Solutions we partner with clients everyday who are looking for ways to help them overcome their business challenges. They turn to Telemarketing Services because they need a more productive channel than they are currently using. In some cases, they have aggressive growth goals and have heard what we can do. Some clients want to test a new strategy. Whatever the specific challenge is, at its root, is the necessity to retain and grow the business year over year. This was the biggest challenge of 2017 and with no doubt that focus will be continued in 2018. Continue reading
By Marcia Jenkins, Senior Operations Manager
Is your coaching effective? If yes, the next time you listen to your outbound telemarketing sales rep, you will hear the changes in their calls. If not, you will have to coach on that issue again. If you find yourself conducting repeated coaching with the same reps with the same issues, then a key question to ask may be, “are you a good coach?”. Here are some easy ways to implement suggestions that are guaranteed to improve the quality of your coaching with your team.
When thinking back to coaches you have come in contact with over the years or coaches you see in professional sports, you probably have a positive connotation. The good coaches inspire a team and individuals to work or play to their potential. Good coaches are positive! Continue reading