The last blog in this series of 'what questions to ask...' looks at other general questions that don't fit the pricing, product features or user-friendly categories. Let us know if you think there are any that we missed out on!
The testing phase is really important for making a decision as it allows you to get a feel for each of the options you're considering.
There's nothing worse than having a problem with call center quality monitoring software you're paying for and getting no response on a support ticket... and not having a number to call the support team on.
You cannot use call centre quality monitoring software that isn't verified and secure, you would be breaking your own compliance regulations if you upload sensitive customer information into a platform that isn't secure. A good idea to combat this is to ask the QA tool provider if your IT team can do penetration tests before commencement of your custom.
Credibility is important when choosing a supplier so check out who else is using the product and what they think of it.
To read all the other blogs in the series on what questions to ask when buying call center quality monitoring solutions click on the links below;
5 Pricing Questions to Ask when Choosing a Call Center QA Solution
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best..