The few reasons which prove that call centres aspire to the perfection of quality1. • 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
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