As successful UK call centre enterprises know, call centre performance management is key to their success.
A robust call centre performance management system ensures that a predictable level of quality is being adhered to across the call centre team and allows supervisors to identify wherever there are strengths and weaknesses within their team.
Call quality, customer interactions, sales pitches and follow up actions are all Key Performance Indicators (KPIs) that call centres across a variety of industry sectors rely on to assess the performance of their staff.
UK business sectors benefitting from Scorebuddy call centre performance management
Mulitmedia Call Centres
A massive growth in online and social media communications has lead to many traditional call centres evolving into Multimedia Contact Centres where all forms of customer interaction are being managed. In some businesses email and online chat account for over 90% of interactions. These non-verbal interactions still need to meet company expectations of quality. Scorebuddy's call centre performance management software can help monitor multimedia contacts.
Regulated Outbound Contacts
Compliance with regulation in outbound call centres can involve scoring out-bound customer calls for quality measures such as call dialogue, tone of content and call resolution. A Scorebuddy monitoring system can help ensure your business meets outbound call centre regulations and standards and maintains reliable evaluation audit trails.
In addition to call centre performance management, quality control is a business imperative across all customer service sectors. Measuring, monitoring and improving that quality is the responsibility of customer service supervisors and team leaders across the UK in the areas of back office accounts, refunds and complaints handling.
Scorebuddy can also effectively measure the quality of your inbound call centre performance management. The number of calls taken, the effective handling of those calls and the outcomes, productivity and customer service levels of those inbound calls are all quality indicators that can be measured by the Scorebuddy monitoring and reporting system.
Speak to Scorebuddy about your call centre performance management needs by calling us in the UK on +44 (0) 203 5140415, or you can fill out our online sales form.
With Scorebuddy quality monitoring you get the following benefits as a bonus!
- Analysis, in depth knowledge and improvement of scripts and processes
- Enhanced customer satisfaction
- A quality Audit Trail for review and as a reference for HR in the event of disputes
- Better understanding of common customer complaints and concerns
- General troubleshooting