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

  • 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