Quality Control

As call centers become more strategically significant in their service to customers, firms that use an outsourced call center service need to measure performance categories that focus on the quality of services rather than on just the standard quantitative measurements. Companies should consider evaluating such categories as frequency of customer complaints and customer satisfaction, retention, and cross-selling rates.

Bloomington, IL-based Afni Inc. offers a checklist of “qualitative metrics” that go beyond standard operational measures such as cost per call, average time to answer, and call abandon rate. To determine their qualitative effectiveness, call centers can use techniques such as joint call monitoring by both users and service providers. Another technique to gauge qualitative service levels is “mystery customer” investigations or post-call customer surveys. The first step in any qualitative measurement, however, should be to collect reliable data on the call center’s current customer service levels. For more information, visit www.afni.com.

Partner Content

The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.
Strategies for Maximizing Mobile Point-of-Sale Technology - NetSuite
Learn the top five innovative ways to utilize your mobile POS technology to drive customer engagement, increase sales and elevate your brand.