Moving from a small business or “startup” mindset and stepping out into the possibility of rapid growth is a daunting experience for many small business owners. One day you’re successfully peddling your goods and services, adding clientele at a nice clip, and the next day you feel you’re losing control over the quality and consistency you aim to deliver each and every one of your customers. What's the deal?
If you think Quality Assurance is a term reserved for major corporations, think again. Whether large or small, no company can possibly ensure positive customer service without first defining and measuring what it means. Consider the advantages of having a QA system:
Whereas some companies struggle with how to begin measuring quality, others who have already implemented a system may wonder if it’s actually benefiting the company and its customers. There are several factors to consider when implementing or improving a QA program.
To establish a QA system that is valuable to your company and its employees, you must begin with a clear definition of what your standards of excellence are. What do you ultimately want your customers to get out of their experiences with your company? These goals should take the form of broad statements that align with your company values.
For example: Every customer should feel valued as an individual.
Next, decide on the metrics which can best indicate your success toward these goals. Translating these metrics to KPIs (Key Performance Indicators) for your service agents will give you a foundation for measuring and improving your customer service.
Create a scorecard using clear, objective, productive language that provides actionable insights for agents to improve. An example of an objective criterion for the aforementioned goal of customers feeling valued as individuals might be whether or not the agent asked for the customer’s name and used it at least once during the call.
Chances are, your customer care is being delivered through more than just the telephone. Chat, email, SMS, and social media interactions require slightly different skill sets and finesse than traditional phone-based service.
Language that sounds natural on the phone may sound stilted, or worse, rude, when expressed in text form. While your standards of excellence should remain consistent across all channels, measurement and assessment may vary by channel.
**9 Tips For Consistent Quality Across Channels**
There are a number of factors to consider when deciding how frequently to assess quality for individual agents, departments, or your overall customer service workforce.
You may wish to bring agents together for a weekly or monthly review session which remains relatively informal, though productive.
**Coaching: The Art Of Providing Meaningful Feedback**
You may also wish to conduct quarterly and/or annual reviews of individual agents, especially as it relates to incentives or changes in pay. Regardless of your company size or approach to QA, monitoring with consistency is important for all stakeholders.
The satisfaction of your customers is the ultimate insurance plan for your bottom line. One bad service experience can turn a loyal devotee of your company into a vocal detractor to a captive audience of the social media masses.
When it comes to customer service, burying your head in the sand and hoping for the best is a recipe for mistakes that can shrink your customer base quickly and irrevocably. Don’t let the next customer service horror story told around a water cooler be about your company. Invest your time, energy, and money in assuring the quality of your customer service. Your customers — and your shareholders — will thank you.
Publish Date: June 23, 2017 5:00 AM
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.
|2.)||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!
|3.)||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|