5 Things to Expect from a Call Center
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Have you been looking to hire a call center? Check out these five things that you should expect. After looking at SlideShare, head over to http://www.qcssinc.com/blog/5-big-things-to-expect-from-a-call-center to gain more valuable information.
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5 Things to Expect from a Call Center
- 1. 5 Things to Expect from a Call Center
- 3. KNOWLEDGE IS POWER A couple things call center agents should have knowledge on: • Company policies • Company procedures • Company computer system • What success looks like at the company • Phone etiquette • The program or campaign they are working on
- 4. Expect Consistency Consistency is key. All call centers should have a way to measure consistency.
- 5. How to know if a call center can provide consistency: • They continue to train employees • Agents seem eager to learn • Usage of scripts • The company has goals • Agents are being monitored • Agents are informed Try your best to visit the call center to make sure they are meeting expectations.
- 7. Click our logo to find out how QCSS aims to provide accuracy. Accuracy is the freedom from mistake or error as defined by Merriam- Webster Proper training, evaluation and monitoring will help call centers remain accurate.
- 8. How can a call center provide accuracy? • Live monitoring of agents • Live call processing statistics • Detailed data inspections • Test calls daily to all lines • Refresh trainings • Updates daily to agents And there are many other ways call centers should be able to prove and provide accuracy!
- 9. Expect Solutions Working with a call center takes more off your plate and helps you find the answers you’ve been looking for like: Why is my company dropping so many calls? What’s the main reason people are reaching out to customer service? How can I make my company better from the feedback I’m receiving? 1. 2. 3. There are also many other ways that call centers can provide you with solutions.
- 11. Measurement is extremely important, especially in marketing. Great questions to ask a call center about measurement: • How will I be sure my campaign is making progress? • How does the call center track measurement? • Will I know the reach rate of the campaign? • How many calls are the agents making per hour? • Can changes be made to the campaign to give us the best production possible?
- 12. About our company QCSS embraces communication & innovation to transform human interactions into powerful & passionate customer experiences. We are QCSS. Quality Customer Service & Sales. Where the only call that matters is yours.
- 13. QCSS embraces communication & innovation to transform human interactions into powerful & passionate customer experiences. Our services What we offer MULTI-CHANNEL INBOUND SERVICES MULTI-CHANNEL OUTBOUND SERVICES Click on logos to find out more information about our company!