Call Center Monitoring
Our call center monitoring service is widely regarded as the standard in the outsourcing industry, highly sought by clients and modeled by other providers. Quality monitoring guides our approach, which uses proven methodologies to enhance customer care and maximize performance of call center agents. Our unbiased, third-party call monitoring services include improvement planning, coaching strategies, performance review, live evaluation, instant feedback, metrics analysis, and phone operator resolution techniques. Quality assurance is the hallmark of a well managed call center. Monitoring service is, therefore, an indispensible component of a comprehensive set of business process outsourcing (BPO) solutions provided by GC Services' call center consultants.
Quality Assurance Programs
Our call center monitoring service enlists 100 quality assurance analysts. Each month they monitor more than thousands of phone calls between call center agents and customers at hundreds of contact centers across the country. We evaluate phone courtesy, thorough and accurate call handling, order entry, sales center performance, and the quality of customer care. Our representatives focus on high priority calls, provide flexible formats, and follow client-defined weighting. We can change scoring procedures rapidly and track by product or call situation to aid with call center staffing needs or incentive programs. Our approach to customer care monitoring is just one reason why the tenure of our outsourcing service to key clientele is measured in decades. We engage the brightest minds in the business to ensure that each client receives call center monitoring service tailored to its needs.
Call Center Agent Performance Evaluation
As a third party, we define unbiased, quality scoring standards for monitoring call center agents. Once in motion, our methodology relies on proven call monitoring metrics to ensure optimal client service levels are met. Call monitoring reports aggregate the performance scores of customer care representatives, quality trending information, contact center coaching techniques, and strategies for agent improvement. We offer weekly calibration sessions to ensure compliance with scoring standards. Clients can randomly select a recorded customer contact to verify that our analysts are providing accurate evaluation. We also hold monthly conference calls to review the information gleaned by our call monitoring personnel. This partnership approach underscores the great advantages of third party quality assurance monitoring: unbiased recommendations for optimizing call center performance and customer satisfaction.
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