5 Things to Expect from a

Call Center

Expect

Knowledge

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

Expect Consistency

Consistency is key.

All call centers should have a way to measure

consistency.

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.

Expect Accuracy

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.

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!

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.

Expect Measurement

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?

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.

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!