The Northridge Group

AUGUST 23, 2022

They must monitor compliance in their contact centers and ensure that all vendors they do business with are complying with regulations and Service Level Agreements (SLAs), such as performing routine employee background checks. Behaviors associated with compliance-related issues: Documenting facts: +19 percentage pts.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

Quality Contact Solutions

MAY 4, 2021

Customer Profile – Provide documentation on the profile of your customer base. Is it a sales call, customer service, or a technical support call? Call Quality – Call monitoring and coaching are such a vital aspect of ensuring your customers are getting the correct answers and excellent service. Why do they call?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Outsource Consultants

MARCH 14, 2018

Step one begins with an evaluation of our their team’s current training documentation, testing, and other procedures. Call Type Focus: Sales, Service, Support, or Retention. A few of the common services our team provides is: Designing/Redesigning of all Quality Assurance score cards. Building of ongoing calibration procedures.

Consulting 52

Consulting Consulting Call Center Calibration 52

Customer Service Life

NOVEMBER 15, 2020

Create a definition document that allows managers, supervisors, and agents alike to understand exactly what’s expected of them on every customer interaction. Calibrate with contact center leadership, making adjustments to the process until you feel that it’s helping you achieve the mission.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Serenova

MAY 29, 2020

Before recording and analyzing calls, clearly document the goals of your quality management program. Calibrate regularly. With every service channel you open, you’re offering more convenience. But people expect all channels to reflect your best service levels and efficiency. Communicate the benefit to agents.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Before recording and analyzing calls, clearly document the goals of your quality management program. Calibrate regularly. With every service channel you open, you’re offering more convenience. But people expect all channels to reflect your best service levels and efficiency. Communicate the benefit to agents.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. Training documentation needs to be updated regularly, and on-going training is important for improving efficiency. We’ve had success in increasing efficiency of contact centers by…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334