In many cases organisations are making do with spreadsheets or rigid in-house solutions built using ‘off the shelf’ tools such as Excel, Access or MS SharePoint. ‘Free’ QA tools have hidden internal costs due to the high build and maintenance cost. It is usually difficult to get IT refocused on your business needs once they have moved on to the next project, QA frameworks are dynamic by nature therefore this is a key consideration.
On the other hand, dedicated QA tools are not free to use however they can deliver significant and rapid return on investment. And then there is ScoreBuddy. Your free trial is here
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?