Quality monitoring in your call center is the main reason for the existence of our company, Call Criteria. We make your call center run smoother, with simple and easy to use processes that are proven to work. In this article, we are going to discuss what quality monitoring is and how it will help your […]
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 […]
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 […]
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. […]
Every day, contact centers around the world record billions of agent calls. As part of a typical call center operation, a percentage of these recordings is usually evaluated by a quality assurance company to monitor agent-customer interactions, e.g., Was the customer’s problem solved? However, the process of manually evaluating calls suffers from some problems. 1. […]
Imagine a call center with 3,000 agents, each making an average of 50 calls a day. Such a center has the opportunity to makeover 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 greater […]
Did you know the US consulting industry is the globe’s largest and most mature market of its kind? In fact, according to new figures from Source Global Research, the US advisory industry had a $58.72 B valuation in 2016. Here, we tell you why consultancies choose Call Criteria for call center quality monitoring. However, despite […]
According to the late Steve Jobs, excellent care for customers is about getting to know your clients so well that you can forecast their needs and exceed their expectations. After all, the only reason your business exists is to serve the needs of your clients. “Get closer than ever to your customers. So close that […]
Imagine a contact center where the manager has put in place defined procedures and practices to ensure flexibility, organization, knowledge retention, and effective communication. The contact manager calls all the agents and tells them, “If you want to be a successful agent and provide quality customer support, this is how to do it.” Now imagine […]
For some companies out there, current annual growth rates are sufficient, and growing organically without the active pursuit of scaling is enough to grow their business. However, we at Call Criteria feel that neglecting to make active attempts to scale is nearly a surefire way to be left in the dust of your competition. Scaling is […]