Quality is by far the single most under-leveraged resource in contact centers today. In fact, not only should quality be a direct predictor and contributor to performance improvement, it should be a strategic lever to drive performance improvement. Unfortunately, more often than not, this is not the case with most sales and service call centers. As a matter of fact- to let you in on a dirty little secret-most quality program don’t work. If anything, the misadventure of Capital One, a financial service company that discovered an organized ring of 60 call center agents who had been scamming U.S clients, goes to show the extent to which your quality program could be doing more harm than good. In light of such facts, we offer to provide your organization with call center evaluation services impartially and objectively, ensuring you get the most accurate look at the quality of your call center’s interaction with customers. At CallCriteria.com, we understand that there is a direct correlation between outstanding customer service and an increase in customer retention. That’s the reason why we want to help you exceed your customers’ expectations, and here’s how we plan to do it. You have: A call center and the need to improve or change it. CallCriteria.com has: The knowledge to train, coach, and empower your call agents and representatives to make every customer interaction a success. Owing to our hard-earned experience over the years, we have learned that true front line changes only happen when you have the right behavior, an effective coaching model to support the behavioral change, and a metric system that shows a clear correlation impact. We have mastered the science behind all these three and can help you.
Our services include;
- Call center compliance
- Call center quality control.
- Business process verification
- Call center affiliate /partner analysis.
- Performance analysis
- TCPA verification