It doesn’t always feel like customer helplines offer, well, help. Ellen talked about it with her audience.
As a Global Quality Monitoring Firm, BPA Quality sees a lot of Quality Forms. It is amazing when companies are asked why they are measuring certain behaviors and they can not provide how that helps their customers to experience a better interaction. There are a lot of ‘a-ha’ moments when our team first starts working with a new client.
Quality measurements should be in line with call centers’ goals. Unfortunately, the misconception of Quality Teams as spies on what agents are doing wrong is the farthest from the truth. Quality Analysts (Quality Evaluators) are listening to provide missed opportunities to help agents manage a sales, support, tech call more easily and give the customer an incredible experience that they will then, in turn, tell the world.
By monitoring calls, trends appear that create these opportunities for greatness, not only by agent and team, but by overall business acumen. Just like physically working out overtime, one becomes stronger and healthier. Quality gives managers the tools and knowledge to help their teams to become strong agents and provide them with tools the agents need to be able to help the customer.
Everyone deserves a great customer experience and that is what BPA Quality strives for on a Global level. By utilizing voice of the customer through Quality Monitoring, Call Center teams can build their brand and service in one easy, successful action.
Looking at Quality Monitoring in a different light and understanding the pieces to the Quality puzzle can ensure that managers and supervisors have the tools needed to capture the ‘common sense’ Quality Factor. Measure and Listen to what is important to your customer and implement training and policy changes is truly the best way to provide the ultimate in Customer Experience.
Originally posted on Customer Service Power . . . Turn it On!:
We can never eliminate 100% of wait time for our customers. What we can do is to make sure that our technology supports providing a great customer experience and coach our Agents how to interact appropriately with customers who have to wait for our service.
Waiting in the phone queue
Measuring the quality of a customer contact has progressed into a science that can ultimately uncover market intelligence, training needs, process improvements and usable feedback to the agents … but only if it’s objective, fair and quantifiable. BPA Quality believes that in order for Quality to capture beneficial information, then it must be clear and well defined … you need a Quality Ruler.
Who is BPA Quality? BPA Quality is the leading global provider of remote call monitoring, customer satisfaction surveys, mystery calling, social media monitoring, speech analytics and training services. With over 25 years in the study and application of Quality Call Center Science, BPA helps its clients take data and turn it into actionable observations that allow managers, supervisors and agents to modify the behaviors of call center activities to build an awesome Quality Customer Experience.
The proof is in the pudding, as the saying goes…Recently, while working with a large telecommunications company BPA developed a model to head off unnecessary in house service calls. BPA was able to help reduce these service calls as much as 17% per month that translated into millions of dollars of potential savings. BPA has also helped a car service company reduce customer complaints by 90% and improved a credit collections firm increase their collected accounts by 20% … all by using the science and application provided by BPA Quality.
These great results are a reflection of the BPA Quality mission statement … to be the global leader in the delivery and development of services that improve the customer experience for contact centers around the world.
This mission begins in the incredibly rich culture of the company. “We provide services in over 45 different languages, and all of them are conducted in the native language of the analyst,” adds Craig Antonucci, VP of Client Awesomeness of BPA. He adds, “We have analysts, managers and professionals from all over the world all with an incredible amount of experience. The fact that we have this cultural diversity allows us to be the world leader in our market, and in the end, we help our clients deliver an awesome customer experience.”
This rich culture started with the vision Lisa Renda, President and Founder of BPA Quality. She noted in a recent interview, “We didn’t want BPA to just be known for excellent output, we wanted our clients to also enjoy working with the BPA staff and to feel that they were dealing with good, honest people who care. We work hard at creating a team that is undoubtedly excellent in their field, but one which also shares common ideals and a sense of integrity.” Even BPA Quality’s customers feel the same way about BPA:
‘I have worked with a number of suppliers offering similar services over the past 18 years. None have offered the exceptional high standards, good value, passion and flexibility to a client’s needs as I experienced so far with the BPA staff.’ ~Contact Centre Manager / Samsung Electronics
Milena Maric’, Trainer and Performance Manager, said before joining the BPA team, she was a customer and that BPA became synonymous with high standards of customer service, practical ways of achieving sales and / or customer satisfaction, taking control of the call and also self reflection. BPA taught her a lot of things, which resonated with how she wanted customer service to be.
Awesome people, rich in culture and consistently delivering results to it’s customers, BPA exemplifies that defining Call Center Quality goes beyond just a simple checklist. Quality is a Science, a science delivered by smart experienced people. So when you ask the question, “Without the correct ruler for measurement, how can you manage it?” the answer is BPA Quality.
Here’s an excerpt:
A New York City subway train holds 1,200 people. This blog was viewed about 6,800 times in 2013. If it were a NYC subway train, it would take about 6 trips to carry that many people.