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How call center agents can be trained with limited resources

After implementing the Call Quality Assurance application and ensuring the program works well, it’s common for many companies to wish to go a step farther and stretch out the uses and benefits of the application. Basically, quality assurance plans can be improved in various ways. 1 way of improving those programs is to include polls, with quality assurance, in order to determine the expertise of tracking customers or the rate of first call resolution. Companies are likely to utilize surveys to find out the advantages of the program. In reality, the ideal way of determining whether customers are gratified with the quality of call centre agents, products, services and procedure of the business is by simply asking them through surveys.

The benefit with call center qa program is that it measures how great call center agents are in adhering to internal company policies and procedures. This program also supplies an in-house view of representative performance. Surveying, therefore, captures the perspective of consumers about the services and products offered by the business, which is essentially an external perspective that has to be considered. When feedback from surveys is coupled with results in the internal excellent assurance results, it enables a company to learn what customers consider good services and more importantly, which call centre agents provided the solutions.

A company is also able to find out the various policies and processes that must be changed to be able to streamline operations, enhance broker service delivery and enhance customer experience. When customer surveys are done correctly, the information from the polls about the performance of call centre agents should be shared in order to improve on the standard of providers. Agents should be allowed to find these outcomes or receive feedback straight from the Phone QA managers. This will aid brokers enjoy the way their performances affect the satisfaction of consumers and the understanding of their client about the company.

January 16, 2019