My father always says, “Work smarter, not harder.” And while he is a hard worker himself and has instilled this trait in my siblings and me, his point was nonetheless clear: Why work harder than you have to when there is a more efficient way to achieve the same results?
Thankfully for many of us in today’s workforce, technology does much of the heavy lifting. But harnessing that technology in the best way possible is an important part of having a well-functioning business operation, including customer contact centers.
Many companies have a system for managing their contacts with customers, or a CRM (Customer Relationship Management) system. Many also have a system of Quality Assurance (QA) in place to make sure their customers are getting goods or services at a consistently high standard.
But if your company is operating these two systems in isolation, then you’re working too hard. Thanks to the capability of cloud-based technologies to integrate well with one another, you can manage your customer relationships and your service quality with one combined system. Here are the benefits of using CRM and QA software in conjunction.
Your CRM system keeps track of every interaction your agents have with your customers, right? Inbound and outbound calls, as well as all messaging that takes place via text, livechat, email, and social media are logged and stored in your CRM system.
You use this information to keep track of your customer relationships, so why not also use it to monitor for quality?
By integrating a QA system to work in conjunction with your CRM system, you’re saving yourself the step of data collection and getting straight to the point of monitoring and adjusting for quality.
A QA system can record calls and store messages straight from your CRM system, while also providing a platform for measurement, feedback, and coaching of agents and their KPI’s all from one integrated system. Saving time and money are two very important benefits of using CRM and QA software in conjunction.
The QA efforts of yesteryear involved hiring a third-party team to monitor customer calls to gather mountains of data and then organize it into “reports” deemed “useful” for companies to improve their service.
But integrating a QA system that works with your CRM means being able to customize the data you collect and what you do with it. With options available at the click of a button or the drop of a menu, today’s QA software is highly moldable to the evolving needs and priorities of your team.
Having a QA system that is totally separate from your CRM system fragments the natural flow of information and communication that exists in the modern, connected world of business today.
Think about it. You have a CRM system to manage relationships between agents and customers, and a QA system to manage relationships between agents and customers and management. It just doesn’t make sense to parse out the overall customer and company interactions in this way.
Of the many benefits of using CRM and QA software in conjunction is the ability to manage and evaluate the entire relationship web in which all company-related interactions take place. From customer to agent to management and even beyond, linking CRM and QA software means a fully integrated system that reflects the whole picture.
Software integrations are becoming more and more seamless as cutting-edge business technology makes a mass migration to the cloud.
For example, industry behemoth Salesforce has an expansive list of integrations, so much so that it has formed its own “app cloud” from which customers can customize a suite of products that all work within the Salesforce portal.
Software companies and their offerings can now integrate with one another regardless of size and scope to create a highly customized system unique to each and every company. Using a CRM system in conjunction with QA software is soon to become par for the course as companies take advantage of the smorgasbord of cloud-based software options available at their disposal.
QA software that is integrated right within your CRM system means agents can see their KPI specs in real time at any given moment. It also means that management can monitor, give feedback, and coach on an ongoing basis.
Rather than a QA overhaul periodically, your call center has constant access to the tools that ensure quality and continuous improvement - ‘round the clock, across the weeks, and throughout the year. Steady data provides accurate measurement, and steady quality assurance provides consistent quality.
Agents who have access to a QA dashboard will view QA differently, engaging in self-monitoring and adjustment, with a greater awareness of the quality of service perceived by their customers.
Playvox is among the pioneers of QA software available on the cloud. Scalable for companies large and small, Playvox integrates with numerous CRM systems such as Desk, Salesforce, RingCentral, ZenDesk, LiveChat, and more.
**Boost your contact center QA with Plavox's 3rd party integrations**
With Playvox, incoming and outgoing calls and messages in your CRM system become valuable tools for measuring and improving quality. Agents can customize their dashboard to highlight particular KPI’s, management can give feedback, coaching, and (re)training all from one portal, and agents can even “gamify” their service to maximize their metrics.
CRM and QA: A united front of ongoing success.
Publish Date: April 5, 2017 5:00 AM
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
|3.)||Orion Learning Services Inc.|
Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?
Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.
If you're looking to find the candidate/individual with the highest potential, call Orion today!
VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.
- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates
Putting the right person in the job role has become the key focus in the drive...
PH: +44 1983 303011
|6.)||TactiCall Recruitment Services|
TactiCall Recruitment Services
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
|How To Improve Your Customer Service With Quality Assurance||June 23, 2017 5:00 AM|
|Benefits Of Using Both CRM & QA Software Together||April 5, 2017 5:00 AM|
|4 Best Practices Of Using QA Software In The Contact Center||March 31, 2017 5:00 AM|
|Boost Your Contact Center QA With PlayVox’s Third-Party Integrations||March 29, 2017 5:00 AM|
|5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving Fans||March 24, 2017 5:00 AM|
|Lowering Inbound Call Volume To Improve Your Customer Experience||March 17, 2017 5:00 AM|
|How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call Center||March 15, 2017 5:00 AM|
|How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVox||March 10, 2017 5:00 AM|
|5 Ways Virtual Agents Can Improve Website Customer Engagement||March 8, 2017 5:00 AM|
|How To Ensure Data Security And Privacy In Your Call Center||March 3, 2017 5:00 AM|