BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – BASICS #1

LogoIMG_0107 (2)

Key operations point for your Customer Care Center:

  • Customer experience as your primary goal
  • Service as a product
  • Employees as your greatest asset
  • Quality as everyone’s responsibility

Contact centers are shifting the focus of key performance indicators from quantitative to qualitative measurements.

The number of calls handled in a busy hour, average talk time and wrap-up times are losing their importance.

Service Savvy customers expect:

  • Personalized service
  • To do business at any time and on their terms
  • Customer intimacy
  • Raised standards of service
  • Operational excellence
  • Innovation

Why innovation?

To Innovate . . . is to Improve

Meeting the needs of your customers can only be achieved with a robust . . . QUALITY ASSURANCE PROGRAM.

  • Verifies how your contact center is performing
  • Identifies your purpose and processes
  • Determines your goals
  • Improves customer contacts and agent performance
  • Data analysis assists you with
    • ŸTraining Evaluation
    • ŸProducts and Services
    • ŸMarketing Campaigns
    • ŸAgent Use of Technology
    • ŸPerformance Trends

This week’s question for your employees – When was the last time you updated your QA Program?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s