How To Improve Call Center Quality & Performance

Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.

6 Ways

1

2

Initiate an effective quality assurance program

Call centers need quality assurance programs that provide a large enough sample of each associate's individual work and the performance of the group as a whole.

Offer an incentive program

An incentive program is a great way for your employees to stay motivated and work hard for you

3 Make sure you have accurate reporting

Accurate reporting will help you determine how your center is currently performing. Use these reports to determine areas of weakness and what you can improve upon.

4Provide adequate training for your employees

Call center employees need to know how to do their job correctly in order to provide the best quality.

5 Look for process improvement opportunities

Ask the employees for their ideas. They often know which steps in their procedures are troublesome. Act on their advice whenever possible and give them credit. This will help to improve employee morale.

6Find out how fast employees should answer calls

If you figure this out, you will improve your call center efficiency and performance

Reward your employees for good performance. Listen to a call of the week. Provide monthly recognition to employees with the best quality. Money is a nice reward, but simple recognition often helps improve quality in a call center.

Happy Employees Produce Better Results

Source: http://www.appointment-plus.com/articles/how_to_improve_call_center_performance.php

Powered by Pointel Solutions

Pointel Solution (I) PVT LTDModule no.0406, 4th Floor,Tidel Park, No.4, Rajiv Gandhi Salai,Taramani,Chennai-600113.

Website: http://www.pointelsolutions.com/

PARTNER