Tag Archives: Quality Assurance Best Practices

Call quality monitoring best practices: Making the case for collaboration

By Marcia Jenkins, Senior Operations Manager

Question: Do your call center agent supervisors and quality assurance analysts partner for success?

Call quality monitoring best practices In this article, you’ll learn why best in class call monitoring is based on collaboration between supervisors and quality assurance analysts. In fact, there are 3 primary components of building collaboration.

Here’s the most common issue. All too often, quality assurance is a remote department rarely seen and never directly heard from. In my experience, a really great call center team works to integrate the feedback to the agents to ensure a consistent message is delivered to the agents. Quality assurance is not on an island or behind closed doors. Quality assurance is part of the team. Continue reading

Call Monitoring: The Case for Quality over Quantity

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

How to Write an Outbound Telemarketing Script

By Julie Kramme, Sales Executive

So, you’ve decided to use outbound calling as part of your sales and/or marketing strategy…You’ve acquired a list of prospects to call, and you know what you want the outcome of those calls to be. Now you need to develop a message for your telemarketing staff to effectively convey on your behalf…You need a telemarketing script. But what does that look like?

What should be included in a telemarketing script?

For some call center agents, a traditional script that tells your agent what you want to say and how you want them to say it, works very well – especially for those new to the game who are still building confidence. The challenge with traditional scripting is that with time and repetition, message delivery can get a bit stale. So, how can we prevent that? Through training and motivation, or course! But that’s not the only way…
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Why use call monitoring in your call center

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 Quality Assurance Call Monitoring?

Call MonitoringWhat 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

Quality is Most Important in Membership Remarketing

By Heather Dubas, Senior Operations Manager

Membership Remarketing RibbonsNot just anyone can be a telemarketing agent. It is a tough job that gets a bad rap (most frequently from my 93-year-old grandmother!). Not many people can make phone calls for 8 hours a day, 5 days a week and stay happy and content. That is why at Quality Contact Solutions we only take on “worthwhile” work. One of those “worthwhile” work types is membership renewal call services for associations. I will be the first to tell you that not only are association clients great to work with, so are their members! That is why quality must be the main priority for membership renewal telemarketing calls. Continue reading