Is your company’s quality call monitoring all about the Quality Assurance (QA) form? Did the representative use a rebuttal? Check. Did the representative offer features and benefits? Check. Did the representative upsell/cross-sell? Check. Many outbound marketing companies use the QA form to simply check off the boxes, but effective call monitoring consists of much more than just going through the motions. Quality call monitoring should identify coaching opportunities to help your representatives be more successful, which will make your clients happier.
In the fast-paced world of outbound marketing, time is of the essence, flexibility is crucial, and being able to track trends for a team is essential to identifying what additional training is needed. At QCS, we developed a functional quality assurance system that we call the Quality Monitoring Tool (QMT). The QMT allows an outbound marketing manager to export and save QA form results in a timely fashion. The QMT gives outbound marketing managers flexibility to review QA form results as their busy schedules permit time. With the added ability to export forms by key points like date, agent, and program, the QMT simplifies the reporting and tracking of results. Based on trends the outbound marketing managers observe through the QMT, they can make adjustments to improve the customer message. Our effective QMT gives our managers the ability to create a form specific to their clients’ needs and make adjustments as the program and market dictate.
Having the right tool and the right form criteria goes a long way!
• Is the message to the customer appropriate?
• Do we need to change the script?
• What do you hear on the calls to help drive business?
• How does the customer respond to different presentations, what works and what doesn’t?
• What are the trends out there?
These are the questions that should be asked during call monitoring sessions rather than counting how many boxes were checked. The best way to increase the quality of calls is to effectively and consistently monitor them. Having a proficient outbound marketing provider and analytical tools like the QMT are of the utmost importance for effective data analysis. With these in place, the quality of your calls will increase as your representatives become more successful, and your client will be pleased to continue working with you!
Marcia Jenkins is the Senior Operations Manager for Quality Contact Solutions. Prior to joining Quality Contact Solutions, Marcia was a sought-after 10-year call center veteran with the ability to manage and sell. Marcia is responsible for the day-to-day operations for the At Home Division. QCS At Home is a work-from-home telemarketing and call center solution focused on business to business outbound telemarketing, test-bed projects and special programs which are typically not well-suited for the traditional brick and mortar call center operation.
