What Call Measuring Metrics Should your Call Center Provide? A Guide to Quality Assurance

Call centers play a vital role in improving the customer experience for many businesses. They take on the critical task of assisting with sales, customer relations, and technical support. However, how do we measure a call center’s quality assurance?

 

How to measure quality assurance

Quality assurance can be measured using several factors your call center choices should provide. To start, you will want to be able to rate calls based on how many went as expected and how many could be improved. Additionally, you should look at how long callers had to wait on the line, how many needed to be transferred multiple times, or how many had to call back several times. Different businesses may choose to measure varying factors as they relate to their industry but there is a much larger discussion to be had in terms of measuring quality assurance. Let’s break this down . . .

Quality Assurance Infographic

 

  • Set clear goals for quality assurance in your call center – Establish your benchmarks because you need to have something to look back at and will want to track changes over time. If you are interested in measuring appointments set from inbound sales calls, let your call center know and they will develop a way to measure that for you. Whatever you need to know, make sure your call center can accommodate your business needs. As a backup, ask your customers what they want by providing a brief survey after every interaction and then analyze these results. Include your employees in the survey, are they getting enough actionable information from your call center?

 

  • Monitoring a call center’s quality of service – This involves technology – either recording or live listening to calls – and then analyzing their quality to determine how they can improve. Make sure you can listen to all calls, to validate they are adhering to your procedures and brand culture.
    • Software – Based on your goals, does your call center have software that can automate some of the quality assurance? Is it user-friendly, do they protect the security of data, adhere to HIPAA guidelines, etc.?
    • KPI – The most important factor in calculating a call center’s quality assurance focuses on the business’s essential metrics. What key performance indicators (KPI) are the most important for your business? This has to be narrowed down.
    • Decide which calls to record – It may not be practical to expect thousands of calls to be listened to so you may need to narrow down which calls to record and listen to based on your KPI.
    • Listen to the ENTIRE call – Once a decision is made about which calls to listen to, they must be listened to from beginning to end. Otherwise, you’re not getting the full picture – How did the call start? Was the agent professional, friendly, clear, etc.? Was the problem fixed? How was the call closed?
    • Monitor all channels being used – If emails, live chat, or text messages are also being used, these need to be able to be monitored as well.

 

  • Looking at your Call Center’s Staff
    • Do they have a Quality Assurance Manager? – This is a different role than that of a Call Center Manager. A Quality Assurance Manager will create training materials, monitor calls, uphold your established standards, etc.
    • Do they hire the ideal employees? – Ask to listen to some “staged” calls or role-playing exercises with their employees.
    • Write robust scripts – A well-written script is a staple and can make or break your experience with a call center. These need to be revised on an ongoing basis based on call monitoring. Going off-script is sometimes necessary but only experienced agents will feel confident enough to do this – practice scenarios will help prepare them. Ask how this is handled.
    • Create a supportive and rewarding training program – Monitoring calls and communication with the call center will help determine areas that need attention, and the training should be catered to the individual agent to ensure he/she is effective. Everyone likes to be recognized for a job well done so be sure your call center has established a program for rewarding agents who meet or exceed KPI.

 

What are some reasons for outsourcing calls?

There are many reasons to outsource calls. First and foremost is the high cost of hiring enough staff to handle the services a call center can offer. Why go through the trouble and expense of hiring, training, and paying new employees to conduct these services when you can easily hire a call center at a fraction of the cost? Additionally, you can offer call center services to your clients 24 hours a day, 7 days a week, making it possible to serve clients worldwide. By hiring a call center, you also save on the telecommunications software and hardware necessary to handle large call volumes and call analytics. Our call center agents are highly trained and experienced – they can offer your clients incredible service.

 

Are you ready to see what hiring a call center can do for your business? It’s time to speak with the experts at Responsive Call Center today to find out more!

Top Industries for Call Centers – What to Expect in 2021

With a challenging 2020 now behind us, many businesses are taking lessons learned about their customer experience programs over the past year and creating more effective ways of communicating in 2021. Industries worldwide that adopted the strategy of using call centers to provide critical support to customers during the COVID-19 pandemic are now making this pivot a permanent part of their business plans.

The combination of the two trends is leading to call centers becoming a global solution for customer service and support in companies of all sizes, operating in all sectors of the economy. This shift in how industries provide the exceptional customer service that is at the heart of their customer experience is due to the way call centers provide precisely what is needed to achieve satisfaction for a relatively low cost to businesses.

Businesses experiencing success using this call center-based strategy include:

Healthcare – To meet the unprecedented challenges facing the industry in 2020, healthcare providers have relied on professional call centers to help them communicate with patients. This includes everything from answering caller questions, advising on new procedures in light of the pandemic, notifying them of their appointments, and much more.

E-commerce – Considered a lifeline to essential products and services over the last year, e-commerce businesses in nearly all sectors have depended on professional call centers to support many of their most important functions, such as sales, returns, questions about billing, issues with shipping delays, and anything else that’s come up.

Telecommunications – Providers of a variety of telecommunications services including cable television and the Internet have chosen call centers to provide their customers with 24/7 access to services including technical service, appointment scheduling and reminders, customized customer messaging, surveys and information gathering, and in-bound call metrics.

Utilities and Energy – Highly dependent on customer support that is offered 24/7, utilities and energy companies also use professional call centers for their sales, surveys and information gathering, appointment scheduling and reminders, customer notification functions, and billing inquiries.

Banking and Financial Services – In an industry where personal contact and accuracy is essential, professional call centers have filled potential customer service gaps throughout the pandemic. They have assisted banks and other financial institutions in reducing customer wait times, information gathering, maintenance and recording, and customer updates regarding accounts, tax rules, and more.

Education – Under extreme pressure to keep students learning in a remote environment, professional call centers helped educators and schools with student admissions, career center and crisis support functions, virtual learning and technology support, and customized student and educator messaging.

Automotive – From assisting in the virtual selling process to handling customer inquiries and service appointments, call centers have ensured that automotive businesses stay on track with customer contact during the pandemic.

Hospitality and Travel – Now more than ever before, the industry depends on call centers to ensure their customer experience is exceptional and encourages repeat business through positive social media reviews, and word of mouth referrals. Our agents are trained to assist with sales, post-sales, reservations, surveys, post-experience follow-up, and brand loyalty programs.

Responsive Call Center provides an exemplary customer experience for businesses in all of these industries – plus many more.

For over 40 years, Responsive Call Center has managed call flow for many industries. We have live operators available all day, every day to handle your business calls the same way you would, so your customers do not have to rely on answering machines or automated systems. Our state-of-the-art equipment and well-trained staff makes sure you never miss your customers’ calls. Contact Responsive Call Center to learn more about how we can help you manage the calls that are most important to your business.

Live Answering – Why it’s a Smart Investment for Financial Industry

Providing your financial institution’s customers with live answering services is both the gold standard in customer service and a way to boost sales. The right Responsive Call Center partner is highly experienced in the financial industry’s complex regulations and detailed information gathering requirements.

Responsive Call Center has provided live answering services to businesses in the financial industry for over 40 years. Our expert operators undergo comprehensive training in the representation of financial institutions and have helped banks and financial institutions transmit their mortgage, loans, refinance information, and more, effectively and efficiently.

Responsive Call Center live operators can work 24/7/365 providing support for you in a competitive business environment via phone, email, and chat. We specialize in such tasks as providing financing options, taking and delivering messages, providing interest rate information, completing full loan applications – and much more.

You decide how you want us to manage and route your calls. Our customer relationship management (CRM) systems help us qualify leads and store the specific information that is important to you. From auto loans and home equity lines of credit to refinancing, loan modification, and commercial lending, we follow your protocols, business terminology, and communicate your offerings to support the sales and business functions that make your financial services company compliant and profitable.

The benefits of Responsive Call Center live answering services for companies in the financial industry are clear:

  • • Your Calls are Answered by Professionals Trained in Financial Regulations– You have peace of mind knowing that your calls are being answered by professionals with a deep understanding of your company and the regulatory rules surrounding finance and financial offers.
  • • You Receive Sales-Ready Leads from Inbound Calls– Our operators engage with your customers and potential customers to understand their needs. Then they transfer calls to the right sales agents who now have the opportunity to sell to interested leads.
  • • You Can Delegate the Client Intake Process– When Responsive Call Center professionals are taking care of this important registration process, your staff has more time to focus on serving customers.
  • • You Have Expert Handling of Billing and Support Inquiries– Nothing falls between the cracks when Responsive Call Center live operators handle these functions and your customers with care.
  • • Your Upselling and Cross-Selling Functions Get a Boost– Our operators can be trained to deliver sales from these critical activities right to your company.
  • • Your Customer Service is the Best in the Industry– Responsive Call Center high standards of training ensure that our financial office answering service agents deliver an exceptional customer service experience you would expect from your own staff. The result is customer satisfaction and retention.
  • • You Receive Important Call Metrics– Responsive provides detailed reports at the time intervals you set regarding call trends.
  • • You Save Money– A live answering service mitigates the need to invest capital in creating answering centers and in hiring fixed cost resources.
  • • You Save Time– With Responsive Call Center live answering services, you and your staff have more time to focus on your business, rather than answering basic phone calls.
  • • You Never Miss a Call– In today’s competitive business landscape, missing even one call can be a critical lost opportunity. With Responsive Call Center customized answering services, you will never miss a call and have the opportunity to maximize each call.

Responsive Call Center is the Trusted Choice for the Financial Industry’s Live Answering Services

For more than 40 years, Responsive Call Center has excelled at creating and managing call flow for companies in the financial industry. We exceed the industry’s most demanding requirements and are always fully compliant with regulations. Our live operators are available all day, every day and will handle your business calls the same way you would. Your customers do not want answering machines or impersonal automated systems, they want a live operator. Our state-of-the-art equipment allows our staff to make sure you never again miss any calls.

Contact us to find out more about how we can help you best manage the calls that are most important to your business in the financial industry.

Customer Service Outsourcing: Retail Industry Guide

Amidst the existential challenges currently facing the retail industry, many businesses are seeking new solutions to deliver more sales and greater customer satisfaction. One trend that retailers have begun to leverage in their search for greater audience engagement is deploying an omnichannel-based sales strategy.

Omnichannel is a cross-channel, content-based strategy that businesses are using to enhance communications and boost sales with their audiences. It involves businesses engaging with their audiences via numerous channels, such as in physical company locations and other environments including phone, chat, e-commerce, mobile applications (including text), social media, personalized video, and augmented and mixed reality. The driving force behind these activities is to provide exemplary customer service and brand awareness in all of the media and other spaces that audiences use when and where they use them. This means that if customers and others start their experience with a business on one channel and shift to another, they know the business knows who they are (because it is everywhere they are) and can answer their needs.

The tactic has already worked well for several industries in which businesses are communicating frequently with audiences simultaneously on most, or all, of these channels. These include telecommunications, healthcare, and financial services. Retailers are relative newcomers to the trend.

Challenges for Retailers

The challenge for retail business owners is to provide constant customer contact that omnichannel requires while trying to focus on their core business. The effort can be burdensome as they try to deliver on their core product and service offerings at the same time as they engage in omnichannel’s constant contact.

What’s the best solution?

To answer this need to allow businesses to focus on their core expertise while still frequently communicating with their audiences, many retailers are choosing to outsource their customer service and omnichannel contact functions. This involves partnering with a trusted call center service that takes care of all of your customer contacts so you can focus on your business. The right call center understands your needs in each area of customer contact, creates a customized program to meet them, and trains its staff in your business’s policies and procedures.

In the process, you save time and money because you don’t need to hire, train, and provide benefits for more staff. You can scale the services the call center provides for you up or down depending on the season and your needs, easily add new sales territories, and add diverse languages to serve more customers.

Basic call center services that help retail businesses optimize inbound call management include:

Outbound call management services that call centers provide include:

The right call center trains their qualified staff to satisfy your company’s specific requirements in each of these functions, caring for your customers with the same commitment as your staff.

This same expertise extends to providing your retail business with specific new omnichannel services that support:

  • Live chat
  • Email
  • SMS
  • Mobile apps
  • Social media

Many retailers find that call centers are particularly adept with omnichannel as they have experience across all digital channels and stay current with emerging technologies, such as voice-activated shopping and augmented reality. Ultimately the right call center for your retail business will be your biggest brand advocate, providing exceptional customer service, contact, and satisfaction that delivers a boost in brand awareness and an increase in sales.

Responsive Call Center is the Right Choice for Retail Customer Omnichannel Communications

For more than 40 years, Responsive Call Center has served retailers and many other industries by providing live operators available all day, every day to handle virtually any kind of communication that provides customer service and satisfaction. Our state-of-the-art equipment and highly trained staff allow us to make sure you never miss an opportunity to positively engage with customers and potential customers.

Contact us to find out more about how we can help your retail business.

Outsourced Call Center Services – Supporting Customers Post-Sale

Call Center

There is no better validation of your brand than when a customer purchases your business’s products and services and repeats that transaction again and again. Brands that achieve this sales success know that their work does not end with each purchase. They routinely ensure customers’ satisfaction with their purchases by providing a complete end to end experience of these sales transactions to enhance customer loyalty and retention.

While having an effective customer post-sale strategy is the key to business growth, it can be difficult to execute. Internal sales and customer service teams may have less time for sales if they are also handling post-sale support. Processing product returns can be time-consuming and expensive for your staff.

Outsourcing your customer post-sale support can be critical to your business’s short- and long-term success. With an outsourced customer post-sale support call center, your business has the benefit of professionals handling the process just as your employees would do without the added expense of hiring more staff, paying more salaries and benefits, purchasing more equipment, or providing more office space. When you outsource, you can also offer customer post-sale support 24/7 and during holidays without having to schedule your employees to handle this comprehensive task and scale this service up or down as needed without impacting your staffing.

Having outsourced customer post-sale support means you and your employees can focus on growing your business while at the same time have peace of mind knowing that customers are being well taken care of and primed to make the next purchase from your company. The right professional post-sale support center will be able to handle numerous functions for your business, including:

  • • Support many post-sale scenarios by deploying troubleshooting protocols pre-determined and scripted as you specify
  • • Operate as a seamless extension of your business – greeting customers in your company’s brand name
  • • Perform certain tests in conversation with customers to determine if potentially returned merchandise is actually defective and/or eligible for return
  • • Talk customers through the proper assembly and operation of your products
  • • Dispatch technicians to repair products onsite or retrieve the item for repair
  • • Arrange for the product to be replaced or money refunded, if necessary
  • • Follow up with satisfied customers to get their exact feedback on their experience
  • • Retrieve information from customers that supports your Customer Relationship Management (CRM) system – allowing you to pinpoint critical issues that went well or could be improved and investigate individual cases further

The right professional post-sale support center must have all the robust software, hardware, representative training, skill, and track record of success needed to perform these tasks for you. Responsive Call Center has all of these features plus 40 years of experience in providing exceptional and professional post-sale support to help businesses in many industries grow. Learn more about our post-sale support call center services and how Responsive Call Center can become an affordable asset to the future of your company.

Political Campaign Call Center

Political Campaign Call Center

With the 2020 election season well underway, political campaign strategists who want to make certain that their important calls to voters are being made and answered work with Responsive Call Center to create their Political Campaign Call Centers. Our operators serve as effective representatives of campaigns and are fully trained in and dedicated to respecting all privacy laws and nondisclosure agreements.

For years, we have supported the call center efforts of local candidates’ campaigns and others – including presidential campaigns. Our live operators and sophisticated call center technology put your campaign ahead of the competition in several important ways.

  • • Call Answering and Redirection – When having live, professional operators field calls can make the difference between getting or losing a vote, Responsive Call Center delivers. Trained to answer and route calls as a member of your staff would do and just as you specify, they are invaluable members of your team.
  • • Calling Outbound Leads – Because we know that political campaigns need to conduct significant outreach and often within compressed periods, Responsive Call Center has professional operators available to call all of the potential voters that are important to you. They are trained to treat every contact as an opportunity to influence.
  • • Automated Call Service – This comprises the delivery of your campaign’s pre-recorded audio message delivered to those you specify precisely at the time that is right for your voters.
  • • Press 1 Campaign – When you would like your calls to have the option to transfer to a live operator who can collect data and feedback, Responsive Call Center offers the Press 1 service option.
  • • Local Calling Numbers – Responsive provides these numbers that match your contacts’ locations to help you increase potential voter engagement.
  • • Voicemail Messages – Make sure your message is delivered when your calls go to voicemail. Responsive Call Center’s technology deploys your specially pre-recorded message designed for this purpose.
  • • Comprehensive Campaign Call Reports and Analytics – You have access to completely transparent call analytics in real-time and the ability to shift strategy quickly using information such as how many contacts were reached, their responses and the days and times the calls were most successful.
  • • Responsive Call Center Syncs with Your CRM to Provide Seamless Service – This allows your service to be up and running quickly and makes importing voter information easy.

Responsive Call Center is Your Political Call Center Resource

Responsive Call Center’s operators are well-versed in providing call center services for political campaigns both locally and nationally. We have live operators available 24/7/365 to handle all of the calling services that are vital to a winning political effort. Contact us to learn more about how we can help you create your Campaign Call Center.