Massive growth in online and social media communications channels means traditional Call Centres have evolved into Multimedia Contact Centres where all forms of customer interaction are being managed. In some businesses Email and Chat account for over 90% of interactions. These non verbal interactions still need to meet the quality demanded by customers but frequently scoring is still using spreadsheets! Monitoring customer service on an ongoing basis is directly linked to improving customer satisfaction.
Scorebuddy can help with the growing multimedia nature of contacts and with the increasing need for compliance audits on outbound and backoffice activities.
In the financial sector compliance with regulation can involve scoring outbound customer contacts, credit control is a good example were excessive demands and the tone and the content of the dialogue need to meet minimum standards and for an evaluation audit trail to be maintained. Scorebuddy is ideal for meeting compliance standards quickly highlighting non compliance allowing steps can be taken to eliminate the problem, breaches in compliance can automatically alert managers by email.
Call Centres are increasingly conscious of the need to drive quality into back office functions. Use scorebuddy to enhance your call center monitoring by providing the insight so you take the right actions. Scorebuddy allows you to adopt the the same quality tool you apply to customer interactions to back office processes. Typical would be complaints handling, account closures or refunds. Scorebuddy tracks outcomes and maintains an audit trail of activities.
International software companies involved in localisation and testing need to maintain high standards, scorebuddy can help by allowing the translators, proofreaders and quality team to set the standards, measure, track and collaborate.
High quality translation is a mixture of language and editorial skills. Syntax, tone and linguistics combine to give an accurate translation for one language to another, whether this is a legal document, book, web site content or other media. Scorebuddy can ensure that the translator, proofreader and quality manager collaborate to deliver consistently high quality output.
Soft skills are one of the foremost predictors of call centre performance and agent success. In fact, according to recent research by Harvard University and the Stanford Research Institute, 85% of long-term job success depends on people skills, while only 25% relies..
To be successful in a call centre, agents must be able to deal with a high volume of angry, confused, and frustrated customers. They must be able to follow a script, but also provide information that is not scripted and communicate in a natural and friendly way...
Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a quality customer experience? Are they following all the correct processes, remaining compliant, and getting the outcomes you want?