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.
When working with outsourcers for Quality, there are two choices you can make: Onshore and Offshore. On the onset, Offshoring seems to be a lower cost alternative to working with Onshore companies. However, once the additional costs are considered and compared with the Quality of work that is being done, is there really a savings to your business and customers? As the below illustration demonstrates, there are many factors to consider when going offshore for Quality.
At BPA Quality, our domestic, U.S. workforce can provide companies with business intelligence that can be used to increase the customer experience and loyalty, while improving business processes that will ultimately increase the return of the quality investment.
FOR IMMEDIATE RELEASE
Long Island, New York, United States of America (Free-Press-Release.com) May 6, 2013 — FOR IMMEDIATE RELEASE
(Free-Press-Release.com) May 6, 2013 — BPA Quality is the world leader in providing Quality Solutions for Contact Centers globally. Our goal is to help our customers move the barometer of performance from poor / average to outstanding customer service.
BPA Quality http://www.bpaquality.com announced today that they are now proud members of PACE, Professional Association for Customer Engagement. PACE is dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations. BPA Quality believes this alliance fortifies their philosophies of increasing Quality Solutions to contact centers.
As a Corporate Member with PACE, BPA Quality will be represented by:
Karyn Dupree, Director of Marketing Excellence
Craig Antonucci, VP of Customer Awesomeness
Neal Eggers, VP of Analystics and Research
David Blackwell, President
Giovanni Aguirre, VP of Operations
Lisa Renda, Owner
Yvette Renda, Director of People Development
Marsha Arnaldy, Sr. Project Manager
Stephanie Taylor, Sr. Project Manager
Signe Aguirre, Sr. Project Manager
Nicole Keller, National Sales Executive
BPA Quality is an unique Call Center Quality Solution Provider located in Carle Place, NY. If you would like more information about our services or company, please check us out online at www.bpaquality.com.
For the most part, your customers are looking to be WOW’d. When they call in or online chat with your agents, are they finding themselves excited about that experience? They should be because that is how you get them coming back.
I am addicted to shoes. I will look at shoes wherever I might go, online or in a store. When Azppos.com came around, i thought I had died and gone to heaven until I saw their prices. Luckily for me, I was give a coupon code and decided to purchase some awesome looking shoes. After I put in my code and gave my credit card number online, I found that the discount was not applied. I contacted the online agent and they were so helpful in ensuring that I received my discount. He even with the extra mile and called me the next afternoon to ensure I received my order and it went through properly. Then, about a week later, I received a handwritten note from this agent thanking me for my business.
Why am I telling you this? I’m telling you this because I was WOW’d and I’ve not kept quiet about it. I am now a loyal customer/advocate of Zappos.com. They know how to take care of their customers.
Their agents are trained to make their customers not want to go to their competition. What are you doing to create loyal advocates out of your customers?
In a customer service environment the language that we use can have a strong effect on how the customer perceives the service. In a sales environment this is even more critical.
Here are some examples of Positive Words/Phrases:
“Rest Assured Mr.……”
“I do understand the inconvenience you have faced……”
“I will be more than glad/ happy to assist you….”
“I completely understand the reason why / your situation….”
“I will surely ensure that…”
“What I will do for you right away is……”
“I assure you I will try my best…..”
“What I can do for you right now is ….”
“I’m sorry for the inconvenience that you have faced, what I can do for you is ….”
“I would suggest / I recommend…..”
“To avoid a similar inconvenience in future I request you to….”
“All you need to do is to just….”
“A simple way / method to change it will be to…..”
“As soon as you receive…”
“You will surely be able to enjoy…..”
“You will ONLY be charged…..”
“We have a variety of …..’
“It’s a wonderful service where instead of _______, you can ____________ …..’
“This is the best plan/scheme for your requirements…..’
“For just $____. …you can…..”
“For Special customers like you…..”
As a sales manager in a rather large outbound call center, I always found myself lacking the time to listen to my agents’ calls on a consistent basis. Our training department attempted to monitor calls as well, but the effort was always pushed to the back burner for more pressing issues.
Once team leaders were incorporated in the monitoring process, the coaching increased, but sales decreased. Taking your best agents off the phone was probably not the best decision. Plus, due to the close-knit relationships that form on the floor, there was/is a lot of nepotism that can occur. Unfortunately, this scenario is seen throughout the call center industry.
How do you overcome these obstacles to ultimately increase the customer experience and sales?
Well, using a 3rd part to listen to your calls and provide feedback can provide just that answer.
This is what a 3rd party call monitoring firm can provide:
1. Objective Measurement
2. Consistent feedback, not based on biases
3. Emphasis on the customer experience, rather than internal targets
4. Actionable feedback that can be used by agents, supervisors, managers and training departments
5. Data that can specifically change behaviors
“If you can’t measure it, you can’t manage it.”
Ultimately, a 3rd party call monitoring firm can provide you the tools to measure and manage call center teams effectively. Period.
Customers ask us all the time, “Is call monitoring really effective, and if I do it, how often should I do it?” BPA recommends no less than twice a week for basic monitoring and analysis and to get the most out of your program, your agents should receive some kind of feedback on their performance on a daily basis. Constant reinforcement of the quality aspect of your call activities is paramount to their ability to become the agent you need them to be. Call Monitoring, when done properly IS EFFECTIVE, and it all begins with the Hawthorne Effect…
The Hawthorne Effect – According to wikipedia.org, the Hawthorne Effect is defined as: “An experimental effect in the direction expected but not for the reason expected; i.e., a significant positive effect that turns out to have no causal basis in the theoretical motivation for the intervention, but is apparently due to the effect on the participants of knowing themselves to be studied in connection with the outcomes measured.”
This philosophy breaks down the fundamentals of the human psyche…humans in general will perform at a higher level if they think someone is keeping track of them. This same philosophy applies to the Monitoring of your call center agents…it is scientifically proven that they will perform at a higher level if they know you are listening to them! The reasons to monitor are many:
Lower Call Volumes – for every call you can eliminate, you won’t have to spend the money on that contact. This will require fewer agents, less management, less telephony, and less infrastructure. In an outsourced environment, this can manifest itself in direct savings if your contract is based on a per call formula.
Lower Call Times – Very closely tied to Lower Call Volumes, Lower Call Time reduces cost in all the same areas…if your agents are dealing with the customers effectively and efficiently, your call time will drop and save you money
First Call Resolution – Again, tied to lower call volumes, if your agents are solving the customer’s request the first time around, and therefore, those customers won’t be calling back and costing you money!
Sales/Retention Effectiveness – The true measure of a company is its ability to sell its wares or services. In many contact centers, the effectiveness of their sales and retention agents have a significant impact on the financial status of the company. The more the agents sell, the more money the company makes!
Customer Satisfaction – Of all the ROI factors, this has, historically, been the most difficult one to quantify. Common sense dictates that a happy customer costs less than an unhappy customer…but tying this level of satisfaction to a dollar figure has always been difficult. Happy customers remain customers, refer their friends and associates, and tend to spend more freely with your organization, which all make money for you. Unhappy customers cancel, spend less and tell their friends bad things about your company, which costs you money.