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The few reasons which prove that call centres aspire to the perfection of quality

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Quality gauges the happiness and satisfaction of a customer”. People are ready to spend much but look for the best of quality in the products and services. They need an assurance that they are getting the worth of the money spent. Something which has endurance.

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The few reasons which prove that call centres aspire to the perfection of quality

  1. 1. • Monitoringofcalls • Agentsareinaccordancewiththecompliancebenchmarks • Havingquantifiableyardsticks • Analysethedata • Bargingintothecalls • Reviewsofthecustomer •• Livecoachforassistance • Imparttrainingsessionsaspertheneeds • Offerbetterincentivestodrivemaximum productivity InordertoenhancethequalityofthecallcentreservicesinIndiaand topreserveitinthelongrun,fewundermentionedqualityassurance featuresarefollowed: THEFEW REASONS WHICHPROVETHAT CALLCENTRESASPIRE TOTHEPERFECTIONOF QUALITY “Qualitygaugesthehappinessandsatisfactionofacustomer”. Peoplearereadytospendmuchbutlookforthebestofquality intheproductsandservices.Theyneedanassurancethatthey aregettingtheworthofthemoneyspent.Somethingwhichhas endurance. Qualityassurancestandardsarethekeystone ofacallcentremanagementasenhancing qualityprocedureshelpsinboostingthe qualityoftheservicethattheteam ofagents providetothecustomers,fostertheefficiency andminimiseextravagantspending.The serviceswhichserveasabackboneforthoseserviceswhichserveasabackboneforthose serviceswhichareofferedbyacallcentreare thecallcentresupportservicesandtheyneed tohavetheconsistencyofqualityfor smootherfunctioning. Givenbelowarethefewquality procedureswhicharefollowedbythe callcentresupportservices: • High-endtechnicalassistance • Debuggingservices • Advisoryservicesoffered •• CorporateHelpdeskassistance • ServiceDelivery • TroubleshootingOptions • SupporttoBusinessApplications • InternetserviceAssistance • SoftwareandHardwareAssistance • Benchmarking •• IVRProvision Aqualityorientedoutboundsalesap- proachhelpsinestablishingsteadfast revenuegenerationandgrowthprocess... Certainpointsaretheindicatorsfora goodqualityofcallandtheyare: • Itdependsonhowacalllistisgener- ated. • Thetimeispreferredbythecustom ertobecalled • Shortandsweetcommunicationand tothepoint • Mandatoryfollowupwiththecus- tomer Thepersistentenhancementinthe activitiesthataretheresultofeffectual managementofqualityisaprimafaciain thepresentcallingethos.Thequalityis adheredbyfollowingmeans: • Workingonthesoftskills •• Havingaproductknowledge • AwarenessofComplianceStandards • DataAccuracy • SixSigmaCertification Itisimperativeforthecallcentrestoperform exceptionallywellinordertoimpartgreat customerservice.Inordertogetthemaximum outputandincreaseinqualitystandards,few undermentionedpointscanbekeptundercon- sideration: • Revampingofthehiringandtrainingteam • Motivationofagents • MandatoryCallmonitoring • AwarenessofKeyPerformanceIndicators • Importanceofexternalyardsticks • DiminishAgentAttritionrate • EnhancementofPrimaryInteraction • Offeringsolutionstoresolveissues www.iccs-bpo.com info@iccs.in

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