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Social Media Customer Care

Is your call center prepared for customer service through social media? REGARDLESS OF YOUR PERSONAL FEELINGS ON SOCIAL MEDIA, IT IS NO LONGER AN OPTION IN THE BUSINESS WORLD—IF YOU WANT TO SUCCEED, THAT IS. What does success look like? Well, in many ways not all that dissimilar to what it did in generations past—happy customers. You really can boil it all down to that. Satisfied customers will buy from you again and refer you to others. The difference today is that those referrals are not just made while out watering the front lawn in a 1:1 conversation. They are made on powerful platforms that can be seen and heard by endless numbers of people. Now here’s the kicker—those same endless numbers of people can also see and hear negative things about your company. How many is “endless numbers”? According to Erik Qualman in his video on the state of social media, #Socialnomics 2014, six of the top 10 populations in the world are social media sites. Need more? Consider these statistics: 93% of customers’ purchasing decisions are influenced by social media. (Socialnomonics 2014) 14% of consumers report trust in traditional advertising. 90% report trust in recommendations and referrals from peers. (Socialnomonics 2014) 53% of consumers have used—or have attempted to use—social media for customer care needs. (sprinklr) 38% of consumers report feeling negatively about a company if they do not respond in a timely manner to a social post. (sprinklr) In addition, a Nielsen Global Survey shows that online reviews are the second most trusted source of information for products, services and companies. Personal recommendations are the first. Social media is both of these in one Customer-driven Customer Service Delivering customer service through social channels is just one more way that proves how social media has permeated our society. And, it has largely been driven by customer demand. Even if companies did not promote using their Facebook or Twitter accounts to contact customer service, customers went ahead and did it anyway, forcing businesses to respond. Research shows that, not only do customers expect to receive service via social platforms, but they expect responses—fast and around the clock. Any business that chooses to ignore service-oriented questions or comments made on social media can be assured of two things—they will further frustrate already frustrated customers and they will frustrate customers who were not previously so but who did have questions. Where Do You Start? Many companies have not yet taken the plunge into social customer service because they simply do not know how to set up such a program. Where in the world do you start? Wonder no more, we’re here to help. There are two primary things you need to create before launching social media customer service. One of these is a program plan that will guide your efforts and provide a framework from within which your team will operate. The other is a training program which ensures that all appropriate staff members know how to make use of social media for servicing customers—in the way that you want them serviced. Your Program Plan: The Building Blocks Your social media customer care plan should be your blueprint. There are several items that should be incorporated into this foundational plan. Following is an overview of the most critical elements to be included. Channel Identification The first place to start is by identifying which social media channels you are going to use for customer service. As tempting as it is to include as many as possible, a word of caution must be noted here. Do not bite off more than you can chew. It is far better to select only two channels and work them thoroughly with quick response times than to advertise social customer care on several channels with poor response times that only lead to increased customer dissatisfaction. For most businesses, starting with Facebook and Twitter will make the most sense. As you identify which platforms are right for your business, you should also consider creating accounts for your customer service operations separate from your more “marketing” focused accounts. U-Haul does this with Twitter. The company’s main account is @Uhaul while the customer service account is @Uhaul_Cares. Delivering customer service through social channels is just one more way that proves how social media has permeated our society. Response Times Next up should be the hours that you will staff your social customer channels and the time in which customers should receive responses. Research does show that most customers expect online customer service to be available 24/7, but if that is simply not possible for you, it is important that you post the hours that agents are available. You should also publish expected response windows. These should be achievable and give you “wiggle room.” For example, if internally it is your goal to reply to all comments within 30 minutes, you can publicly state that all comments will receive a response within 60 minutes. That sets you up to be the hero when the response is received sooner than promised, rather than being the butt of disappointment when a response is received 5 minutes later than promised. Conversation Monitoring Just as you (hopefully) monitor your current customer service phone calls, emails and live chats, so too should you monitor your social media conversations. There are two reasons that you should be tracking your customer care on social platforms. The first is to ensure that your employees are delivering the level of service that you want and expect of them and that your customers are being properly served. In addition, mining any customer service conversations can give you insights into several things. You can learn about issues with your products or services that help you proactively offer information on your website or social channels or even in product packaging that prevent service “calls.” You can also glean information about how your customers talk about you, your industry and your offerings. Things like keywords and other important SEO elements can sometimes be

Create Stronger Customer Relationships With These Live Chat Support Tips

Live chat support is an easy and effective method to answer customer questions and help resolve any issues they have encountered with your products or services. Unfortunately, many consumers have a default attitude that customer service, online or over the phone, is difficult and tiresome. Creating a strong customer support team utilizing these tips is a simple way to build stronger customer relationships. Make It User-Friendly If a customer must navigate to several different pages and fill out forms of personal questions in order to initiate live chat services, then they are not likely to use those services at all and may even develop a distrust of your business. It should be practically effortless for a customer to contact a member of your support staff. Having a pop up or link as soon as a user navigates to your website is one effective way to make chat support user friendly and build trust in your business. Clearly State Your Availability and Alternative Support Options Not every business online has the means to offer customer support 24/7. If your chat support services are only available at certain times, then clearly state your hours of operation. Make sure your customers also have alternative options to contact you if they have a question outside of your working hours. Providing phone or email contact options not only makes your business appear more legitimate and trustworthy, but it provides other avenues of contact for those customers who might not wish to use chat support. Provide Appropriate Training for Your Staff Good customer service requires a certain amount of tact and patience. Make sure your support staff receives high-quality training to deal with all kinds of situations that may come up. Your customer support staff is a reflection of your business as a whole, so you want to ensure that they are providing positive representation of your products and services with every customer. Follow up With Customers It sometimes takes more than one interaction with a customer in order to get an issue resolved. It is vital that your support staff and managers follow up with customers as necessary to make sure their needs are met and their issues are resolved. Doing so makes your customers feel like you really care about them, and they are more likely to return for business later. Customize Your Messenger Taking the time to customize your messenger to match your business’ colors and logos shows customers that you take your company seriously. This also helps you stand apart from the competition, and it reinforces your business visually with every customer who uses it. Because there are a lot of websites out there that use chat services to scam customers, it can also help to identify you as an authentic business earnestly looking to help its customers. Make Every Contact Count It’s a shame that so many website customer services get a bad rap, but you don’t have to let that happen to your business. Being transparent with your clients and making access to support easy are simple ways to build trust and keep your clients coming back. Be sure to use these tips to your advantage.

Generosity and Leadership

Life’s lessons are often taught to us in very unexpected ways. In some cases, this means that those lessons are also taught by unexpected individuals. While we may believe traits such as leadership and generosity are learned over years of hard work and discipline, there is living proof that is not necessarily always the case. Consider the story of a young woman we shall call Sarah: Sarah is, simply put, an incredible girl. At just 17 she has exhibited many of the qualities and traits that some people work their entire lives to achieve, and in many cases still fall short. She took a job at the mall working in a retail position. These often thankless, brutal jobs have allowed her and countless others the opportunity to be exposed to everything human behavior has to offer. Anyone who has worked retail understands that this often involves a large amount of bad with a spattering of good. Sarah recently shared a conversation she had with a friend. A fellow coworker at the mall had experienced more bad than good and was commiserating with Sarah about how terrible her day had been. It was filled with an angry manager, rude customers and missed sales goals. Her coworker felt anxious and defeated at the end of the day. Although Sarah had no power to make customers choose kinder words, calm the angry manager’s temper, or increase her friend’s low sales numbers, she was not completely powerless in the situation. Sara knew that she could listen. She also knew that after she had listened, she could more fully examine the situation to determine just how she could help her friend get through her difficult day. This intentional, service minded attitude gave Sarah both the opportunity and the ability to assist her friend when she needed it most. In this case, the simple, kind act of treating her friend to a smoothie and chatting made Sarah the perfect example of generosity and leadership. According to Hilary Davidson and Christian Smith, the authors of The Paradox of Generosity, when people engage in generous acts, it actually results in an improvement of the generous individual’s well-being. While Sarah’s friend was certainly cheered by their encounter and Sarah’s kind, understanding words, Sarah also received something for her unselfish act. When asked about her experience, Sarah stated with a bit of surprise that she felt a strong sense of contentment when she thought about what she had done. As a leader in business, you are given the chance each and every day to make a difference in the lives of those around you. One of the clearest ways that superior leaders can show they value their coworkers is by holding regular one-on-one meetings. This is a great time to give direct reports, listen closely, and offer the direction, support, and praise that most workers crave from their leaders. It not only shows that you care about their role within the company, but that you care how they fare as a person. This type of interaction usually results in stronger working relationships, increased job performance, and an overall greater morale in the workplace. Like Sarah, leaders may also come away from the meetings with a great feeling knowing they have done something worthwhile. Making a positive difference in your workplace is as simple as being generous with your time. It’s beneficial for all involved. This blog was written by Dilip Barot, Founder and Chief Strategy Officer of Etech Global Services, and founder of Creative Choice Group, headquartered in Palm Beach Gardens, Florida. Etech employs 2,700 team members across the US, India and Jamaica. If you would like to learn more about Etech, please contact us at info@etechgs.com for more information.

What are the best incentives Call Center Managers can offer Agents?

Many people know that turnover among agents in the call centers are high, but most leaders don’t know how to prevent it nor do they know what type of incentives have the most influence over agent’s performance. There are many books written on ideas how to change this in the call center I have read over my career. In this article I am going to talk about what types of incentives enable our agents to perform better and get our agents rallied around one common goal. Contest incentives are typically best executed around a theme of some sort and are either shorter term one day to 30 days, or long term over 30 days with a much bigger prize and more chances for everyone to win. Some contests can be activity based rewards (time off with Pay, time off with a friend to watch a movie in the breakroom with free popcorn, manger washes your car, manger dunk tanks, manager take my calls for an hour and many more). Other contests can include more luck like (spin the wheel, putting contest, go fish, lotto tickets to win other prizes.). The other types of incentives are larger level contests which have a higher level of success and service output like winning a new car, motorcycle, or a trip somewhere. Etech has a proven track record of these bigger type contests, and our agent surveys tell us they prefer these well thought out an planned contests where everyone has a chance to win something life changing. Cash and prize incentives tied to sales or service results when properly executed can sustain really long term results. Both of these incentive programs have their place. One does not substitute for the other. At Etech we have tried points-based incentive programs, metric driven programs for sales and service and even setting up our own Unique Boutique store in our contact centers. If you are not careful these programs can become overly administrative and burdensome. The best advice I can give is keep it simple. If the agents spouse or significant other cannot understand how the agent wins or gets paid, then it’s too complicated. Agents need to clearly understand how they can win, both short term and long term. Points systems are too complicated and de-focus reps off the real goal. Also in terms of sales or service – Sales should be net revenue per phone hour, net profit, or sales per hour. For service customer satiation as surveyed by the individual agent’s customers on a random basis. To receive incentives agents should also meet some minimum standards of quality, no person should ever receive incentives if compliance or quality becomes an issue. Evaluating a program’s effectiveness is easy for a company to measure as long as it related to company revenue not some internal process metric.

4 Ways E-Commerce Websites Can Enhance Live Chat Function

Live chat support is the single most preferred resource for customers in need of assistance online. They’re also an excellent opportunity for businesses looking to win over visitors with outstanding e-commerce customer services. If your chat features are lacking, you may be missing out on much more than help requests. Even worse, you may be turning customers away. Here are four ways to enhance your live help services and turn customers into lifelong brand advocates. 1. Respond in Real Time When was the last time you enjoyed waiting in line for an undisclosed amount of time? The answer is likely, “Never.” The same is true with live chat support. Even if you’re juggling ten other conversations and can’t respond to a new customer right away, it is absolutely essential to let him or her know how long it will be before you can help. Because customers can make purchases online at anytime, they expect you to be able to help them right away if they need assistance. People don’t mind waiting for two minutes if they know they’ll get help, but leaving them wondering if their message was ever received is one of the quickest and easiest ways to lose a customer. Aim for an average response time of 30 seconds for maximum customer satisfaction. 2. Make It Personal Most chat operators have a go-to file of canned or pre-written responses. While these are great for increasing speed and handling more conversations at once, they can be deadly if the message isn’t personalized. Customers want to know they’re talking to a realh2 person who is genuinely committed to helping them, not a live chat robot that’s clearly running out of memory space. This isn’t to suggest you should ditch the canned responses altogether. Instead, find ways to insert personalized touches like: 1. Using the customer’s name 2. Discussing purchase details 3. Relying on past history information 4. Engaging in casual chit chat 3. Find the Right Balance There’s always a balance between responsive support and aggressive assistance. Most customers prefer to reach out to the customer service representative or chat operator on their own terms, rather than field unsolicited, “How can I help you?” pop-up messages. When in doubt, give the customer control. Even if you utilize pop-up chat windows, give your customers the freedom to minimize the message. If you don’t use pop-ups, make your live help feature easy to find on your website. 4. Be Accurate and Efficient It may seem obvious, but an operator’s spelling and grammar count during a live chat. While it’s OK for customers to make mistakes, an error on the operator’s end will have them questioning your legitimacy and professionalism as a brand. It can be tempting to slip into colloquial language and abbreviations in order to save time, but it’s best to stick to formal spelling and grammar rules. A better way to increase is efficiency is to use as few words as possible and deliver the most important pieces of information first. Your ultimate goal is to help the customer by resolving problems and maximizing satisfaction. Don’t compromise either for the sake of speed. With an emphasis on delivering real time responses, personalized touches, accurate and concise information, and giving the customer control, you can transform your live help feature into a wow factor in no time.

4 Rules on How to Improve Leadership Skills

Anyone who is a leader is also a student, one who never stops learning no matter how far out the career road stretches. It makes no difference if you’ve been a leader for a short while or if it seems as though you’ve been leading people your entire life, there are several things you can do to make yourself a better and more effective leader and student. 1. Constantly Work on Improving Yourself No matter how hectic work and life get, you should always be striving to educate yourself on the developments taking place in your industry. Read business books and magazines when you have a few minutes, and attend conferences whenever possible. If you can, engage in discussions with other leaders as well as the individuals you’re leading. You have just as much to learn from them as they do from you. 2. Recognize the Leadership Qualities and Skills You Don’t Posses Nobody’s perfect. There are bound to be plenty of skills and qualities you lack as a leader, but what you should focus on is recognizing those qualities and working on them. Take a long and honest look at yourself and your leadership capacity and determine where you can make improvements. Know that you may never gain each and every skill a leader should have, but all that matters is that you’re making an effort to improve yourself. 3.Know How to Make Yourself Better As you’re working on the leadership qualities you lack, know that you should always be looking forward to where you’re going rather than looking back at the mistakes you’ve made and opportunities you missed. Turn those blunders into learning opportunities.In addition to leadership skills, there might be personality traits you lack. Such traits include delegation, integrity and patience. Making yourself a better person in everyday life is bound to make you a better leader in business. Knowing what you want is also key to becoming an effective leader. While accomplishments are great, they’re better when you have a target or goal to aim for, otherwise you may never know when you’ve reached your goal or hit your target. 4. Properly Cultivate Your Leadership Skills On your journey to embodying the leader you know you’re capable of becoming, you should do more of the things that matter to you and less of the things that can impede your success and forward movement. Throw out, abandon, walk away from and eliminate anything that keeps you rooted or anchored down in negativity. Take a look at how you spend your time and how you’re living your live. Are there activities that are a waste of time and energy? If so, they’ve got to go. There are only 24 hours in the day, and each of them should be spent on something positive and worthwhile. You don’t want to wake up five years from now and realize how much of your life and effort you’ve wasted on fruitless endeavors. Start laying down the proper foundation for the future of your career and your leadership abilities. Things may not always work out according to plan, but as long as you’re learning and making an honest effort, everything else is sure to fall perfectly into place. This blog was written by Dilip Barot, Founder and Chief Strategy Officer of Etech Global Services, and founder of Creative Choice Group, headquartered in Palm Beach Gardens, Florida. Etech employs 2,700 team members across the US, India and Jamaica. If you would like to learn more about Etech, please contact us at info@etechgs.com for more information.

Top 10 Ways to Enhance Call Quality Monitoring

Without proper focus on quality monitoring best practices, it’s impossible to improve the efficiency of a contact center. The most important practices include those that link directly to ensuring customer satisfaction. First-call resolution has the greatest effect on a customer’s willingness to return to a company and recommend it to others. Call quality monitoring makes achieving ROI quicker and easier. The Important Metric of Customer Satisfaction The goal of quality monitoring is to identify the calls that fail to provide acceptable customer satisfaction and then determine the reasons. Once you figure out why customers aren’t satisfied, you can refine training and coaching, correct broken internal processes, bridge skills gaps or enhance workforce scheduling. The best way to achieve this is with call quality monitoring and evaluation. Here are some top tips that can help improve call quality monitoring in your call center. 1. Train, coach and monitor. Investing time and effort into training and coaching your agents enables and empowers them to improve their skills. The more effort you place on monitoring will ensure better customer service for your customers. 2. Assign quality ownership. When agents own a process, it can be calibrated to ensure effectiveness or improved and adapted to the changing needs of your business. 3. Set up a call quality forum. Ensure that all stakeholders agree on the criteria and reach consensus on what enhances call quality. 4. Reward best practice. Reward your staff for their high-quality work when you receive positive messages from customers. 5. Quality people ensure quality monitoring. Identify someone other than the supervisor to handle monitoring, training and evaluating. Then give them the resources to carry out methods to improve staff expertise. 6. Put information gathered to good use. Call quality monitoring provides valuable insight into how you are performing and what customers are experiencing. Use the information to further staff development. 7. You don’t have to commit to high-tech. Even basic monitoring is better than no monitoring. Start with simple activities, such as a spreadsheet that you manually complete. 8. Getting things right. Regular monitoring is an ideal method to maintain best practices and ensure that advisors get details right, such as greeting customers appropriately, adhering to the precise call structure and using positive phrases throughout the call. 9. Ensure that advisors understand the need for monitoring. Call quality monitoring shouldn’t be viewed as a negative activity. In the best contact centers, it is seen as an integral part of the skills program. 10. Provide feedback, support and more training. Feedback from the monitoring process should be objective, using a method of scoring and evaluation that is fair, consistent and regular. The most important thing is to provide support and further training when needed. Customer satisfaction rates should have an impact on call quality monitoring practices. With innovations in technology and social media channels, customers expect faster responses and more attentive service. Optimizing Your Call Monitoring Processes With regular quality monitoring, you can eliminate bad habits before they spread among the advisors and to your other call centers. Setting realistic targets is the cornerstone of quality assurance. Achieving them will be motivating and help pave the way for other more ambitious goals. Regular monitoring, feedback support and training are all essential tools for maintaining your high-quality customer service.

Vital Components to Quality Call Center Agent Training

Just like phone support, live chat support staff needs high-quality call center agents training in order to handle a wide range of situations and perform effective services to resolve customer issues. Here are some vital components to training for live chat agents. Starting a Chat Your opening line should not be too short, nor should it be too long. Keep it simple. Make sure to use the customer’s name, if given, and ask how you can help. You can even go more personal and ask how the customer is doing before inquiring about how you can assist him or her. Clarification and Verification Once the customer has explained what the question or problem is, you should ask for any clarification, such as saying, “Tell me more about…” If no clarification is needed, you should still verify the question or issue by repeating it back to the customer, such as saying, “Let me see if I have this correct…” Admitting “I Don’t Know” It is important not to waste a customer’s time if you do not know the answer to the question or problem. However, it is also important that you do everything in your power to help the customer. The words, “I don’t know,” do not need to leave your lips, but you can apologize and admit you do not have the information, then offer to find out for the customer. This may mean putting the customer on hold or getting contact information to follow up with him or her later. Transferring Calls If you absolutely must transfer a customer, be sure to explain to them what you are doing and why before you actually do it. In addition, make sure the agent you are transferring the customer to already knows what the question or issue is so as to better help the customer after transfer. Holding a Call Putting a customer on hold is necessary when you need to investigate the question or issue. Ask the customer if he or she will hold. If they do not wish to hold, offer to contact them later. If you put the customer on hold, make sure to thank them for holding when you get back to them. Apologize for long waits, and try to minimize the length of time the customer spends waiting. Admitting Fault If you or someone in your company makes a mistake, it’s okay to admit fault. For your own mistakes, simply apologize and admit you made a mistake, then right it by providing the correct information. If the mistake is someone else’s, apologize for the company using “we” and “our” instead of naming an individual person. Saying “No” Although you might want to, avoid saying, “No,” as much as possible, as this comes off as rude. Instead, you can put a positive spin on it. If it’s something as simple as someone not being available, apologize and ask how you can personally help the customer. If it has to do with a product or service, apologize and explain that you do not or cannot provide that service, but offer something similar. Handling Upset Customers To keep situations with angry or upset customers from escalating, show empathy and acknowledge how the customer is feeling. You can also apologize that they are experiencing these problems and offer to help them deal with the issue or find a compromise. Wrapping Up Make sure your customer’s needs have been met and that they have no other questions before ending your chat. If your business’ agent training contains these vital elements, your customer support should be quite solid.

How to Facilitate a Successful Calibration Session

Calibration sessions are beneficial to overall call center performance and should be done regularly. Through consistently calibration, campaign leaders, trainers, and quality monitoring team have an opportunity to review customer interaction, compare quality scores using the evaluation form, and have productive discussion around the campaign. The goal is to have the groups’ scores within a 5% margin of variance. Today we will look at how to carry out a successful calibration session. Distribute materials Before starting the calibration session, you need to distribute the selected calls, chats, or emails to all participants for evaluation. The members should include managers, supervisors, quality monitoring team and any agents that you want to include. I have found that having the agents present whose interactions are being reviewed is a great learning exercise for them. They are able to hear the groups’ feedback directly and better understand the scoring process. Always review the interactions first to make sure that it will not be a negative experience for the agent. Anything that would result in a reprimand should be done in a private setting not in front of the calibration team. The Quality Monitoring team should be prepared for the session with pre-scored evaluation forms. Blank evaluation forms should be distributed with the interactions to be reviewed. The participants can complete the score before the session begins or as the review is taking place. However, they should have a score determined before the discussion begins to capture the variance. Typically 2 -3 interactions are enough for each session depending upon the length of each conversation to be reviewed. Quality Monitoring Team Acts as Facilitator The QA team should facilitate the session. Your SPOC (special point of contact) on the team will lead the discussion. He or she is in charge of time allocation for each participant, venue logistics, material distribution prior to the meeting and technology for reviewing the interaction. Sending out the summary from the session and providing follow up to interaction opportunities would also be part of the facilitator’s responsibilities. It is critical that any areas of improvement found during the calibration be communicated to the agent, coached, and monitored to ensure compliance. Establish meeting ground rules. To have a successful meeting, the facilitator and participants need to understand the ground rules and adhere to them. The aim is to ensure that everyone feels free to share and challenge the performance guidelines. To create that open environment, follow the below suggestions: 1. Set the start and end time in advance 2. Listen keenly without reacting or interrupting 3. Be honest and open throughout the discussions 4. Focus on consistency, not agreement or being right 5. Uphold confidentiality after the discussion 6. Ask all the participants to add onto the guidelines if they feel something is missing. They will easily follow them when they formulate them. Review Previous Discussion Start the process by reviewing the outliers, the highest and lowest scores. These two ratings are easier to discuss compared to the “almost exceeded” scores. If it is your second calibration session, use the previous discussions scores to locate any standard deviations. However, if it the first calibration session, you can set the scores. It will take time to get your team calibrated, therefore, do not rush to process. The key is to have frequent one-hour meetings. Review the first interaction After setting your calibration goal, it is time to play your first call, chat transcript or email exchange for group review. If the interaction had not been scored by participants previously, take time for the group to complete the evaluation including score. Compare the scores from each participant. The facilitator should keep track of all scores to judge variance. Put Together the Feedback Open the floor for the call feedback discussions. The facilitator should ensure all the comments go back to calibration goals or the call center goals. The focus is to clarify quality performance standards. The facilitator takes charge of the discussion by asking for specific feedback. For example, the positive things that the agent did during the call, the negative things that need improvement or suggested improvements in the particular negative. The final decision should be a consensus, which will benefit the company and the agent, resulting in a better customer experience. Review the quality standard definitions A key benefit of a calibration session is the opportunity to consider the quality standard definitions. The quality assurance team will note the suggested improvement points and compare with the corresponding point. These new definitions will offer guidance in the future in case they encounter the same issue. Write all the suggestions in the QSD (Quality Standard Document). Repeat the above process for the next calls. Bringing it together Start by distributing the materials, select the facilitator, set the meeting guidelines, review the previous discussion, review the first interaction, put together the feedback and finally review the quality performance standards. As you conduct a calibration session, always keep in mind the desired quality performance standards.

Are you using Proactive Live Chat for your business?

As your company grows, you face many challenges like strategies that will guarantee exceptional customer satisfaction, dealing with the competition, lowering operational cost and increasing profits. At the center of all these challenges are customers. They are the key element of how fast your business grows. Today’s online customer is sophisticated with high expectations of the kind of experience they want. They expect fast and reliable service. On the other hand, the company is looking for the highest return on investment on the platform they use to deliver that superior customer experience. The solution is Live Chat because it saves money and time while building trust and confidence. It is a win-win situation for customers and the company. I recently read a study conducted by Forrester and the findings show that. “Chat earns 15% on click to chat (reactive) and 105% on proactive chat. This statistic is the basis for our discussion today, what is proactive chat is, its benefits and the how you can incorporate it into your customer service strategy. Live Chat is an opportunity to speak with a company representative, sales, service or technical. The commonly used live chat functions have been reactive in nature, where the customer has to reach out to you for a service. The service with the highest ROI is proactive, where the company invites you to chat with them. Here are the top four benefits of proactive live chat Increases sales conversion In a retail store, once the customer walks in a sales representative greets them and initiates a conversation. Most often, the customer will walk out of the store with an item, because the sales agent was proactive with the customer. They didn’t wait for the customer to ask questions, they anticipated their issues and offered solutions as they talked. Proactive live chat brings this same approach to the online platform. The agent anticipates the needs of the customer by looking at the areas they are browsing and sends them an invitation to chat. For example, “Got questions? Speak to a specialist.” The visitor will readily explore that option to get the information they were looking for faster. If they had a question about a product they want to purchase, the information provided would help in their decision-making. Research shows that 83% of online shoppers want to contact a real person before buying. Increases customer satisfaction A happy customer will be loyal and become your brand advocate. Important to remember is who your customers are. Today’s online shopper has more information readily available and wants results immediately. They do not want to wait, for example, when someone wants to call an agent, they have to deal with the hold times, and the dreaded messaging “hold for the next available agent.” Do you think this customer will be satisfied? Live chat, on the other hand, provides the opportunity for the customer to get immediate help. Proactive live chat when deployed correctly makes this even better by inviting the customer to chat immediately if they have any questions. A whopping 94% of customers who were proactively invited to chat were very satisfied with their experience. Live chat makes it convenient for the customers to contact your company. They can do it anywhere and at any time, for example, in the office, on their way home or at home. They do not have to worry who is listening in to their conversation, leading to increased satisfaction levels. Reduces operational costs You cannot have a high return on investment without watching your operational costs. If your operational costs are higher than the sales you are bringing in that is a loss, which will destroy your company. However, when your sales exceed your operational costs, your growth is a guarantee. For example, an agent can chat with two or three customers at the same time, but can only speak with one customer via phone. Therefore, you will need fewer agents to handle more clients. This cuts your staff overhead by half. The savings achieved can be used for business expansion. Helps Research and development How proactive live chat works Speak to a leading live chat software company; they will do all the work for you. Once set up, a live chat invitation can use rules to only invite people who want to chat. Every person who visits your website is important, however they are not all equal. You are notified that you have a visitor online. You will see what the visitor is interested in as they browse through the pages. It is your call; you can proactively invite the visitor to chat about your products and offer to answer any questions he might have. The visitor also can click to chat with you. In summary, live chat has loads of benefits to your company and integrating proactive live chat in your customer service strategy will increase them. Make the move by either doing it in-house or subcontracting a contact center.

Importance of Calibration Sessions

We all know the impact of excellent customer service to the business. In light of the digital era, most customers rely on contact centers for customer service; therefore, the strategies used should result in happy customers. A key strategy to yield measurable outcomes is through calibration sessions. Calibration is a standardized scoring process and customer interaction evaluation that provides a quantitative measurement. It ensures that clients, quality monitoring team, supervisors, and trainers can evaluate agent performance and improve customer service. A calibration session takes time, and all parties must participate for it to be effective. Importance of calibration It standardizes scoring across multiple teams Calibration ensures consistent scoring, which is the basis for measuring the performance of agents. In addition, it eliminates the perception of favoritism among supervisors. Some agents feel that their supervisor is lenient compared to the quality monitoring team. However, after all responsible parties – quality monitoring, supervisors, and client – complete the calibration session, the results are the same. Therefore, it does not matter who did or did not do the call monitoring and scoring. Consistent findings help drive improvement across the entire team. By including the training team, learning’s can be immediately implemented within the training curriculum. It determines the quality of agents performance Agent’s consistency in service delivery to the customers How effective the agent is adhering to contact center standards and procedures. Confirming whether the agents’ behaviors you are measuring lead to quality service delivery. Before a calibration session, you will have determined the scoring benchmarks. Once you calibrate these scores and carry out the exercise, you will know how each agent is performing. In particular, it will reveal the following: Understanding where your agents are failing will guide the improvement needs. Through this process, the agents will also get to know what matters when it comes to offering quality customer service. It reveals coaching improvement needs A calibration session takes time and resources to be successful. Therefore, the desired results of improvement should be achieved. It reveals the exact challenge the agents are facing, either compliancy behaviors like not reading the recording statement or communication soft skills like speaking too fast for the customer to understand. Since the agents are part of the calibration session, they will understand firsthand how their behaviors and soft skills are playing out. During these sessions, it is the right time to address all these issues, and ensure that each agent understands the right way of offering quality customer service call.The coaches (managers and supervisors) get to know where to focus their energy and time for customers to receive quality services. Remember to be specific, give both positive and negative feedback and on time. It refines the quality assurance standards In most cases, we use Quality Standards Definition Document (QSDD) as a guide to all components of the evaluations. It is a great tool to use during your sessions. However, these standards have to be in line with your company quality procedures. The more calibration sessions you hold, the more you understand the guidelines that do not adhere to your procedures. You can refine them to your particular needs. Ensure that all stakeholders understand the recommended changes to avoid confusion in the implementation process. In conclusion, calibration sessions are beneficial to all stakeholders from the client, management, trainers, and quality monitoring team to the agents. These four benefits stand out: standardizing scoring across multiple teams, determining the quality of agents’ performance, revealing coaching improvement needs and refining the quality assurance standards. Consistently performing calibration sessions will ensure overall improvement in customer service delivery, which will lead to satisfied customers. I will look at how to carry out a successful calibration session in the next post.

Becoming a More Effective Leader Through Improved Communication

In order to get the absolute most out of your employees and have the best chance of meeting company goals, you’ve got to know how to communicate with your team properly and effectively. Rather than resorting to generic communication methods that might be outdated and ineffective, get to the core of what it truly means to say what you mean and mean what you say. Let Your Employees Know You Appreciate Them and What They Do Simply giving your employees a pat on the back or a thumbs up when they do a good job isn’t enough. You may not be aware of all of the time and energy they put in their work, and a simple “good job” may make them feel as though they aren’t appreciated. Be specific in your praise and what you like about how they work and what they bring to the company. Vagueness doesn’t do any favors and it’s not a good way to retain good employees. Thank Your Employees While you’re heaping detailed praise on your employees, thank them. Even better, thank them in public as well as personally. This shows you’re paying attention to what they’re doing and want to acknowledge their contributions during one of the many times you have a daily interaction with them and when you have staff meetings. If you never seem to cross paths with an employee you wish to thank, send him or her a thank you email or leave a yellow sticky note. Ask Your Employees What They Think Let your employees know they have a say in how the company operates by asking them their opinion and what they think of a new project, plan or process. Try your best to refrain from the generic approach of taking employee ideas and using them as your own or making your team believe there’s only one right answer. Leave room for improvisation and true creativity. Your employees are sure to appreciate having a safe place in which to speak their minds just as much as you do. Make Sure Your Employees Always Know What’s Going on and What They Can Expect Just as you hate to be blindsided while driving, the same is true when it comes to work. Show your employees your respect by making sure they’re aware of upcoming changes, no matter how small they might be. You never know how a sudden small change can completely obliterate an employee’s “work flow.” In addition to informing employees of upcoming changes, be honest about why those changes are taking place. Your team is integral to the success of your company, and they deserve to know what’s going on and why. Treat them as equals and less like employees. Give Your Employees Feedback Getting and giving praise is great, but giving your employees honest and constructive feedback on how they can improve their performance is even better. You don’t always have to wait for performance reviews to let your team know how they’re doing and the new goals they can set for themselves. Proper communication is essential for every type of relationship, both professional and personal. While you’re implementing the above suggestions, take some time to learn your employees’ first names and address them as such. Rather than resorting to raises and benefits to make your employees want to stick around, learn how to talk to them in a way they’ll truly appreciate. This blog was written by Dilip Barot, Founder and Chief Strategy Officer of Etech Global Services, and founder of Creative Choice Group, headquartered in Palm Beach Gardens, Florida. Etech employs 2,700 team members across the US, India and Jamaica. If you would like to learn more about Etech, please contact us at info@etechgs.com for more information.

How to Incorporate DMAIC Processes into the Contact Center

The globalization of the contact center industry has created a competitive environment which demands that companies not only meet client expectations, but do so as efficiently as possible. Many in the field are finding that integrating a data driven approach for creating and improving processes provides the methodology for implementing change and improvement. One such methodology is DMAIC. A Six Sigma tool, DMAIC is a scientifically proven process that ensures continuous performance improvement. It stands for Define, Measure, Analyze, Improve and Control. Many companies use this method because it provides a closed loop and thus eliminates unproductive steps. DMAIC works well because it looks at the inputs and processes used to influence the output. Here are the five steps in detail. Step 1: Define This is the starting point, which sets your project for success. Three main things need to take place at this stage Setting the goals – what are the problems and the key metrics? Set the tasks, milestones, responsibilities, deliverables and a communication plan. All these should summarized into 1 goal statement for example; Increase the contact center customer satisfaction from 60% to 80% by the end of the 3rd quarter without increasing operating costs. Chartering the team – Who are the stakeholders? Identify the stakeholders and their roles. These may include customers, management and staff. You will require training the staff in the DMAIC process at this stage too. Mapping the process – what is the scope? This is the how and where to gather the data. It will help you to know the problematic areas. Step 2: Measure If you can’t measure it, you can’t manage it. The measurement step is critical to the success of your project because it helps you know where you stand. Do not rely on your gut feeling, but use data and facts to make decisions. You will do the following: Identify and define key metrics – what data is available? For example, data collected from customer surveys. Design and develop a data collection plan Assess the measurement systems for accuracy, stability and repeatability. Collect the data – manually, automated and new metrics as you see fit. Display the data by using charts and graphs – to help you detect any variations. Step 3: Analyze Analyze stage is all about getting to know the root cause of the problem. It helps you look at the genesis of the problem as opposed to treating the symptoms. To carry out a proper data analysis, do the following: Measure process capability – compare the current performance to industry standards. Root cause analysis – you can use a cause and effect diagram to get to what may be the root problems. Other tools can generate the root problem. Identify possible factors that affect your output and are causing variations- for example, why are wait times higher on Fridays? Refine improvement goals based on the above outcomes – a better forecast is possible. Step 4: Improve The rubber meets the road here. You have defined, measured and analyzed your data; it is time to improve your processes based on the insights gathered. These are the mini steps you take to improve:- Generate creative solutions – use various techniques to test and verify solutions. For example, will you add staff on Friday to reduce the wait rate or serve customers through other channels? Select the most viable solution – verify the relationship between your goal and suggested solution. Implement the solution – you can use a pilot program and measure it, if satisfied with the results then use apply it. Step 5: Control Last but most important is the control step. This is the manage part of the first statement. The purpose of this step is to successful implementation of the recommended solutions. Develop a control plan – how will the management and operations monitor the implementation. For example, the supervisors to ensure enough staff are present on Friday. Implement the process control – document all the data and start the implementation process. Rollout the project – include things like training of the staff for a successful outcome. Bringing it together The DMAIC process is simple and flexible to use. The systematic nature gives you a structure that ensures you will not miss any step. Do you have a process improvement project? Just Define, Measure, Analyze, Improve and Control for successful and sustainable solutions.

Engaging Generation Y: Important Dos and Do Not s

Generation Y has been the most challenging workforce for many organizations, especially when it comes to managing their talents. These challenges start from the recruitment stage to training to retaining them at workplace. The human resource department, which oversees most of these functions, can tell a long story on this. Generation Y forms a majority of entry-level employees while the leadership senior management and middle-level management are Generation X and/or Baby Boomers. These two generations have a different characteristics and perspectives about work and life in generation. Here are a few examples of their differences at work:- Work ethics – Baby boomers are driven, workaholic and equate worth to ethic while Generation Yare ambitious, multi task and keep looking for the next big thing. Time at work – Generation X are project oriented and believe they are paid to get the job done while Generation Y take the job as a “gig” and leave work at exactly 5 o’clock. Work life balance – Baby Boomers work to live while Generation Y lives to work. Career development – Generation X seek to grow by acquiring more degrees and experiences within the organization while Generation Y grows by seeking opportunities, if the organization does not have what they want, they look for it in another organization. There are more differences than the outline above, but you can see the pattern. The leaders believe one thing and the followers another. The good news is, not all is lost as you can learn and incorporate some principles to engage the generation Y workforce and maximize their potential. Here is a list of do’s and don’ts when it comes to engaging the Millennial. Do Offer Them Flexibility Generation Y work to live, therefore, they will work best with flexible schedules. A millennial will work hard and long given that it fits within his or her schedule, they do not want to make work their life. They do not like the 9 to 5 office life, and if one stays in such a job, they will be on social media half the time. Leverage on technology and evaluate them on results not how much time they spend in the office. Do Encourage Open Communication This generation has grown up negotiating everything from bedtime to play station time. They appreciate open and honest communication. As a leader, when you communicate where the company is and what their role is, you engage them more because they feel part of the team. Listen to their ideas as well when they speak up. Once you adopt the idea, include the employee in the implementation team. This builds their confidence thus productivity and engagement. Don’t Reprimand in Public When you talk down to a Generation Y employee, especially in public, it leads to resentment. They will resent the job and you as the leader. They think highly of themselves and when they make a mistake, they do not want their image tarnished in front of colleagues. Call the employee to your office, and explain to them where they failed and what how they could have done it. Listen to their explanation of the situation as well. Don’t control the internet They are tech-savvy and all their fancy gadgets need internet connection. They communicate with each other and the world through social media. Some organizations limit internet use or lock some social media platforms. This is like squeezing life out of a Gen Y. Let them be responsible with what they do with the internet during working hours. You can also guide them to engage in conversations online that build the company not just personal interests. In conclusion, when you fully engage Generation Y at their workplace, they form a powerful team. These simple do’s and don’ts will lead you in the right direction to engage your Gen Y employees. Capitalize on their strong ambition and self-motivation to achieve organization goals faster. Enjoy!

How Do You Find The Right Agent For The Right Job?

In the corporate world, we often hear the terminology “he/she is a great fit for this position” or “he/she was just not the right fit for the job”. Finding employees who are a good fit for a certain position is critical to the over-all success of any business. The same holds true among Call Center Agents. People unfamiliar with how call centers work often assume that agents are hired simply to fill seats and receive incoming calls from customers looking to purchase products or sign up for a certain service. However, there’s more to it than that. Let me explain. Companies will hire a call center to help them with various aspects of their daily operations. Sometimes those operations can be for receiving inbound calls and sometimes call centers will oversee outbound calls, which can often be of a sales nature. Each of these functions are important, but each require a specific skill set in order for the campaign to be a success. So, how does a call center manager ensure that he or she is putting the right agent into the right job? Here are three aspects that, I believe, are helpful in correctly staffing your call center to meet the specific needs. Key Competencies: First, determine what the specific task requires. Is the task of a sales nature? Will the agent be contacting current customers in an effort to “upsell them” to a larger cable package for example? The key competency this agent must have is the ability to convince the customer that they will benefit by investing in the larger package that offers more. If the task requires more customer service, different key competencies are needed. Are they a good listener, do they have a solid product knowledge to be able to direct the customer to the product or service that’s best for them? Taking the time to ask the questions of what is needed for the campaign will enable the call center manager to place the right people in the right job. Personality type: Personality is something that is unique to each one of us. Finding the right combination and fit for each campaign is something that has to be done by the contact center manager. Some individuals are very people oriented while others are more numbers oriented. Obviously, a people oriented agent will be more successful in a customer service or sales role than a numbers oriented agent. Determining an agent’s personality type is a critical first step in the hiring process as well as the process of assembling the best team for the campaign. Motivational Fit: Personal motivators vary from one person to another but they tend to fall into the general categories of Personal Interest, Job fit and Culture fit. Personal Interest, does the agent seem genuinely interested in the job and what it offers? Job fit, what are the person’s competencies and where will they fit best? And finally, Culture fit, does the culture and values of the company meet the priorities of the agent being hired for a particular campaign. In my years of working in the call center industry, I’ve found that taking the time to look at these three aspects when staffing for a particular client, go a long way in the over-all success of the campaign. Having the right people in the right place at the right time means success EVERY time! Source : LinkedIn

The Importance of Online Chat

The online behavior of the consumers is constantly increasing as companies continue to grow and provide services online. According to Forrester Research, last year in 2013, online retail sales in the US reached over $288 million with an expected growth rate of 10% annually through 2018. When consumers are increasingly shifting towards online shopping and business transactions, the need to have efficient customer service and support functions has emerged. This serves as the right opportunity with significant potential for companies to leverage their online presence to expand their customer base as well as provide quality customer care. Investing in establishing a robust online chat sales channel ensures greater ROI and improves customer satisfaction. Boosting Online Sales With customers taking the online route to making purchases, companies are aggressively adopting online marketing strategies to boost their online sales. To generate this revenue, companies are increasingly gearing towards the online chat sales channel as it offers direct interaction with potential customers and ensures a higher ROI and customer satisfaction. The online chat medium can effectively focus on qualified leads in the form of visitors on the website and convert these leads into sales. The entire sales process can be effectively shortened through chat by positively impacting the customer through quick resolution of queries. Shopping cart abandon rates can also be reduced by targeting such customers through proactive chat and offering assistance during the buying process. Also, a higher Average Order Value (AOV) can be witnessed due to efficient up-selling or cross-selling by agents through online chat. Ensure Higher Customer Satisfaction The online chat channel is an efficient mode of communication for providing information that is convenient, easy, and comfortable for the customer. Online chat is a dynamic medium used to promote sales and offer information in real time ranging from technical to product to service. The skilled chat representatives can provide customers with relevant responses and correct information while driving them along a sales path. This ability to solve customer queries in real-time improves the overall customer satisfaction and makes the online chat sales channel a sought after medium. Cost Reduction Reducing the overall operational costs is of great importance to companies today which is an integral part of the process to increase profitability of business. The online chat sales channel reduces the average interaction costs by speeding up the resolution process. Future calls to contact centers are also reduced significantly due to timely resolution of customer queries. Investing in an online chat program is a cost-effective option for both business owners and contact centers as less investment is required to establish infrastructure, technology and staffing of trained chat representatives. Create Robust Brand Image Online Having a solid online brand image is essential for generating web traffic and attracting qualified leads. The online chat sales channel can assist companies in creating this brand image by enhancing the customer experience. The online chat sales channel is rapidly replacing other modes of communication channels such as voice, email, and web as preferred mode of communication to provide customer service and sales growth. Investing in an online chat sales channel can help companies add value to their business.

What is Quality Assurance?

Quality assurance is defined as the maintenance of a desired quality of service especially by means of attention to every detail of the process of delivery. In the call center field, there are quality assurance processes in place to ensure that during a customer interaction a consistent standard of service is maintained. The highest duty of call center management is to develop the operational controls to ensure the level of customer service experiences rendered match the desired outcomes. Customers need to be satisfied, but at the same time protect the organization and optimize the resources available. Everybody who has ever communicated with a call center agent, has heard the phrase; “This call is being recorded for quality purposes”. These recorded conversations are monitored by a quality assurance team to check for the quality of service given. Following is a summary of the benefits to expect when you are observing stringent quality assurance measures: Increased customer satisfaction Problem recognition hence suitable solutions provided Increased agent productivity Improved and increased sales Improved call efficiency Increased agent knowledge and competencies Rapid business growth — hence increased profitability Positive branding Utilization of resources — For example: proper use of agent time Increased sales Improved business working relationship between call center and clients The challenge: How to ensure consistent quality service delivery As stated above, customer satisfaction is of utmost importance to a contact center and to the survival of your business. Quality service delivery guarantees happy customers who in turn become brand advocates; the ripple effect is worth every effort. The challenge then becomes how to keep your customer happy. Traditional solutions rely on manual methods, which are labor intensive and time consuming. Can you imagine trying to listen to all inbound or outbound calls in your center? It would require you to employ a large dedicated team to this process or to ignore the quality assurance step completely. Both options have negative impact to the quality of your service delivery. However, there is a solution to meet the needs and desires of all stakeholders in the contact center. The solution: Quality Assurance Software Quality assurance software can ease your QA monitoring needs. Yes, we understand you have performance monitoring metrics in place, some of which are quality specific. A quality assurance program goes the extra mile to improve efficiency and effectiveness of operations in your call center. Key areas that a quality assurance program addresses: Opportunity Identification This program identifies problem areas and growth opportunities. Without identifying these areas, the quality assurance process will be meaningless. This information provides a roadmap to improve service delivery, customer satisfaction and sales conversions. Business Insights In the process of gathering information, insights are uncovered on business intelligence. Using the data from your customers and understanding their perceptions on your pricing, promotions, new products and competitor offerings help your company to make informed decisions. Decisions based on verifiable statistics are a sure way to grow your business as well as make your leadership more efficient and effective. Customer Experiences Customers are the lifeblood of your business and that is why exceptional customer experiences are the ultimate goal. Monitoring the interactions for quality of service rendered help to discover gaps in the process. The result is to provide proactive solutions that eliminate customer dissatisfaction. Sharing these learning’s with your training team can help to ensure that all agents – new and existing are better equipped. Sales Conversion Without increased sales volumes, your business revenue will deteriorate. The ability to steadily increase sales conversion is a big part of the quality assurance program. Closely monitoring the selected agents will enable you to assess their selling skills, identify the training needs and empower agents to sell more. Human Monitoring Much of today’s quality monitoring is highly automated to capture the data in the end-to-end call process. Insights are then gathered on voice recognition. However, due to the increasing complexity of service delivery, human intervention is required to effectively monitor and measure the quality of service. Automation is good, and when combined with qualified personnel, the results are timely and reliable. In conclusion, quality assurance monitoring is the only guarantee you have to increased customer satisfaction, sales conversion and service delivery in general. Utilizing quality assurance software with a human touch makes it better and more reliable. Enjoy!

How Social Media is Changing the Way we do Customer Care

Etech Global Services has recently done a bit of research on this topic and the findings have been rather eye-opening. Here’s what we learned: In Twitter, there are approximately 5,000 tweets every second. 30% of users expect a response within 30 minutes. One in five brands say they ”rarely” respond to customer complaints made via social media, yet customers who use social media expect a response within an hour. According to Sprinklr 38% of consumers feel “negative” about a brand who fails to meet their expectations for a timely social media response. Based on these findings, it’s safe to say that Social Media is literally changing the way we deal with customers, and if we’re not up to the task of social media, we are at a disadvantage. Additionally, when a customer uses a certain channel, such as Twitter, to ask a question, they expect the question to be answered through the same channel. The answer needs to be personal, quick and offer the appropriate solution. If the response to the question is not personalized, it leads to channel irritation which can then spread to other customers. We found this information to be rather defining for us as a company and hope you do as well. This Blog entry was written my Matt Rocco, President and COO of Etech Global Services. If you would like to learn more about Etech and our contact center technology and service solutions, please contact us at info@etechgs.com

The Call Centers Role in a Recovering Economy

There is perhaps no more difficult time for any country than when they are experiencing an economic downturn and conversely, there is no better time than when the economy begins to turn around and show signs of life again. Here in the United States, we are slowly beginning to see signs of economic recovery. As a businessman, it is always interesting to me to observe the industries that feel the recovery quickly as opposed to those industries that feel the recovery later. One industry that tends to feel the recovery more quickly is of the call center industry. In recent years, the call center industry has evolved from being a cost center to playing a more strategic role. How? By being the first line of contact with customers. Whether a call center is providing customer service or functions in a sales role, the call center has become the representative of the corporate brand. The Call Center is the place that delivers your promises to your customers and during a slow-growing economy, they can improve sales and build customer loyalty……. All while reducing your operating costs. So how does this work? Below are a few tips that will build a strong contact center and reduce overall operating costs: Well-trained agents: Investing in your agents is one of the primary ways to reduce operating costs. Agents should be trained in the software system as well as be well-versed in product knowledge. A well-trained agent will tend to stay at the job for a longer period of time, reducing turnover and improving overall efficiency. Empowering Agents: Once agents are trained, they should be given the authority to take the necessary actions that will best help the customer. Quick resolution of customer issues is one of the primary elements of superior customer service, giving companies an edge over their competition. This goes a long way in building customer loyalty that can be the difference in growing versus simply surviving in a down economy. Integrated Systems: Providing an integrated system, such as Etech’s ICE, that is easily integrated and provides multi-channel communication. Our ICE system is easily adaptable to any existing platform and offers products that can be used individually or jointly depending on need. Certainly, there are other factors that can reduce operating costs, but by implementing these tips in your call center you present a streamlined and efficient frontline of communication for your business. This builds customer satisfaction and loyalty that will bring your company through the down economy and to a great place as we move into the recovery. If you would like more information on how Etech Global Services can assist you, contact us here.

Etech Global Services: Going the Extra Mile in Quality Assurance

Etech Global Services offers BPO quality assurance services to increase sales and enhance customer satisfaction as well as gather important business intelligence. Quality Assurance is the means by which we measure the effectiveness and efficiency of business processes and here at Etech, we pride ourselves on the fact that our QA offering is second to none. We have developed a 10-step process that assists companies in identifying opportunities and developing actions that improve their processes, sales conversions and overall customer satisfaction. Here’s how it works: Needs assessment: A project manager is assigned to the customer’s account to evaluate needs, requirements and document plans. Create Performance Standards: We create a customized monitoring check-list and audit form to understand the expectations. Create Audit form guidelines: We create performance standards and guidelines defining each item on the checklist and articulate the scoring methodology. Sample Evaluations: The Project Manager and QA leadership ensure that the checklist is calibrated and in sync with the requirements. Diagnostics/Benchmarking: This provides a baseline measurement to ensure the rating scales are properly defined Go-Live : Transaction monitoring and “go live” post initial calibration. Client Calibrations: Blog monitoring calibration to ensure that the QA team and client are in continuous sync with the scoring and evaluations using the checklist. Client Review of Reports: Re-verification of transactions to ensure accuracy Coaching: Etech delivers Reporting and Analysis trends to the client to confirm data usability Track Progress: A robust scorecard is used to evaluate the transactions and monitor for accuracy which ensures consistent and accurate data insights to clients. Our clients have seen the following results with our Quality Assurance Services: 12% Increase in Customer Satisfaction 22% Increase in Average Order Value 35% Reduction in Average Handle time 45% Reduction in Agent Turnover 200% Increase in Agent Productivity In addition to our Quality Assurance program, we also offer an effective and customizable quality management platform to companies with internal contact centers. Q-Eval, our stand-alone software, captures specific metrics to provide intelligent reporting that can be used to improve internal call center performance. It is completely customizable to your specific needs, and can be easily interfaced with your current system. If you are in need of a Quality Assurance system, contact us today. We have the options you need.

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