Call Center
- 15
Jun
What is QA – A Q&A for Quality Assurance
- Call Center, Contact Center, Quality Assurance, Quality Management, System, Technology
- BY Eddie
- No Comments
Firstly, I would like to presume that you have read about “what is QA/QC” in our article “Quality Assurance vs. Quality Control.” Quality Assurance can be quite a confusing subject. We often receive questions about our QA processes when we acquire new customers. Therefore, in this post, we are going to look through some of
- 10
JunVoice Technology – The Future of Call Centers?
- Call Center, Communication, Contact Center
- BY Eddie
- No Comments
Everyone has had contact with voice technology. Whether it is Siri, Alexa, any phone call that asks you to say “yes or no” after the tone, it is all voice technology. If we are honest, it is incredible. The technology that is available now is unlike anything that has ever been in call centers. In
- 01
JunQuality Assurance vs Quality Control
- Call Center, Communication, Customer Service
- BY Eddie
- No Comments
Assurance and control are the two main factors in quality management. These are both aspects that should be of utmost importance to in any company. Adhesion to these two aspects is even more critical in companies dealing with the public. Quality is king. Always has been, and always will be. You can find high quantities
- 01
AprModern Technology for Busy Contact Center Managers
- Agent Coaching, Call Center, Compliance, Customer Service, Performance, Quality Assurance, Quality Management, TCPA Compliance, Technology
- BY Milica
- No Comments
Imagine having the power to quickly locate ten calls where your agents did not comply with TCPA regulations. Such a discovery could potentially save you from costly penalties. Better yet, imagine if you are having an agent struggling with a particular process; all you have to do is pull up similar calls for coaching. On
- 18
Feb
Manual Quality Management; The Biggest Headache for Managers
- Call Center, Call Center Outsourcing, Contact Center, Management, Quality Assurance, Quality Management, Technology
- BY Eddie
- No Comments
Two customers call a customer rep at the same time with the same complaint. One customer stays on hold while the other waits only for a few seconds before an agent gets online. Why the difference? The contact center is fast becoming one of the most important collectors and sources of valuable business data.
- 08
Oct
5 Important Tips for Offering Great Multilingual Customer Support.
- Agent Coaching, Agent Performance, Call Center
- BY Ryan
- No Comments
According to a study by The International Customer Management Institute (ICMI) and Lionbridge, 74% of consumers are likely to make a repeat purchase if the after-sales service is offered in their language. 58% of Consumers also said customer support in their native language improved their loyalty to a brand. While 71% said it increased their
- 11
Aug
Tell-tale Signs You Need to Ditch Your Call Center Scorecard!
- Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing
- BY Eddie
- No Comments
How many checkboxes does your scorecard have? Most contact centers have gone crazy coming up with boxes to include in their scorecards. There’s a checkbox for the agent using the customer’s name, another checkbox for the agent telling the customer the benefits of a product and so on. Also, while you may start with a
- 06
Aug
How Many Calls Does Your Contact Centre Handle in a Week?
- Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing, Coaching, Quality Management
- BY Ryan
- No Comments
Imagine a call center with 3,000 agents, each making an average of 50 calls a day. Such a center has the opportunity to make over one million personal connections with consumers in a week. Even with these approximations, it’s easy to make the case that large contact centers have customer influence similar to, if not
- 25
Apr
An Interview With Your Customers: What They Hate, What They Love
- Call Center, Customer Service, Quality Management
- BY Eddie
- No Comments
“Get closer than ever to your customers. So close that you tell them what they need before they realise it themselves.” – Steve Jobs According to the late Steve Jobs, excellent customer care is about getting to know your clients so well that you can forecast their needs and exceed their expectations. After all, the
- 28
Nov
Diversity: 4 Ways to Embrace One of Your Biggest Assets
- Call Center
- BY tracy
- No Comments
Your business has a diverse audience, so why shouldn’t your team of agents reflect this diversity? Call centers of the 21st century are as diverse as ever, which is why we at Call Criteria believe that teams which maximize the power of differing perspectives, opinions and backgrounds will succeed in today’s super competitive global marketplace. For
