Quality gauges the happiness and satisfaction of a customer”. People are ready to spend much but look for the best of quality in the products and services. They need an assurance that they are getting the worth of the money spent. Something which has endurance.

1. • Monitoringofcalls
• Agentsareinaccordancewiththecompliancebenchmarks
• Havingquantifiableyardsticks
• Analysethedata
• Bargingintothecalls
• Reviewsofthecustomer
•• Livecoachforassistance
• Imparttrainingsessionsaspertheneeds
• Offerbetterincentivestodrivemaximum productivity
InordertoenhancethequalityofthecallcentreservicesinIndiaand
topreserveitinthelongrun,fewundermentionedqualityassurance
featuresarefollowed:
THEFEW REASONS
WHICHPROVETHAT
CALLCENTRESASPIRE
TOTHEPERFECTIONOF
QUALITY
“Qualitygaugesthehappinessandsatisfactionofacustomer”.
Peoplearereadytospendmuchbutlookforthebestofquality
intheproductsandservices.Theyneedanassurancethatthey
aregettingtheworthofthemoneyspent.Somethingwhichhas
endurance.
Qualityassurancestandardsarethekeystone
ofacallcentremanagementasenhancing
qualityprocedureshelpsinboostingthe
qualityoftheservicethattheteam ofagents
providetothecustomers,fostertheefficiency
andminimiseextravagantspending.The
serviceswhichserveasabackboneforthoseserviceswhichserveasabackboneforthose
serviceswhichareofferedbyacallcentreare
thecallcentresupportservicesandtheyneed
tohavetheconsistencyofqualityfor
smootherfunctioning.
Givenbelowarethefewquality
procedureswhicharefollowedbythe
callcentresupportservices:
• High-endtechnicalassistance
• Debuggingservices
• Advisoryservicesoffered
•• CorporateHelpdeskassistance
• ServiceDelivery
• TroubleshootingOptions
• SupporttoBusinessApplications
• InternetserviceAssistance
• SoftwareandHardwareAssistance
• Benchmarking
•• IVRProvision
Aqualityorientedoutboundsalesap-
proachhelpsinestablishingsteadfast
revenuegenerationandgrowthprocess...
Certainpointsaretheindicatorsfora
goodqualityofcallandtheyare:
• Itdependsonhowacalllistisgener-
ated.
• Thetimeispreferredbythecustom
ertobecalled
• Shortandsweetcommunicationand
tothepoint
• Mandatoryfollowupwiththecus-
tomer
Thepersistentenhancementinthe
activitiesthataretheresultofeffectual
managementofqualityisaprimafaciain
thepresentcallingethos.Thequalityis
adheredbyfollowingmeans:
• Workingonthesoftskills
•• Havingaproductknowledge
• AwarenessofComplianceStandards
• DataAccuracy
• SixSigmaCertification
Itisimperativeforthecallcentrestoperform
exceptionallywellinordertoimpartgreat
customerservice.Inordertogetthemaximum
outputandincreaseinqualitystandards,few
undermentionedpointscanbekeptundercon-
sideration:
• Revampingofthehiringandtrainingteam
• Motivationofagents
• MandatoryCallmonitoring
• AwarenessofKeyPerformanceIndicators
• Importanceofexternalyardsticks
• DiminishAgentAttritionrate
• EnhancementofPrimaryInteraction
• Offeringsolutionstoresolveissues
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