As contact with customers continues to change, so have customers’ expectations. This change has increased the importance of defining, evaluating, measuring, and delivering a high quality telephone service. Organisations that make service quality a priority and successfully monitor and manage customer calls invariably provide a superior customer experience.
Class 1 Consultants is a quality management service provider for call centres locally and nationally. Our services include third-party quality monitoring, customer satisfaction surveys, mystery shoppers and coaching of all call handlers. Class 1 offers more than a decade of solid industry
experience and proven results, having worked with Thomson Travel Group, Prudential, Be Cogent, HBOS, Santander, Midlothian, East Lothian, and Edinburgh Council.
Call Quality Monitoring, Customer Satisfaction Survey and External Benchmarking will provide third party, objective and professional evidence of customer service in telephone communications.
Call quality monitoring is essential for any business, providing invaluable insight into how you are performing and what consumers are really experiencing.
The most useful results often stem from measuring and improving processes that go beyond monitoring sample calls The focus is on wider areas of the business, from the setting and evaluating of standards, to advisor coaching, through to the training and development of staff.
Regular monitoring is a proven way of maintaining best practice, whilst ensuring advisors get the details right. Effective call handling is identified by a range of features such as: appropriate greeting of customers, adhering to a sensible call structure, and using positive language throughout the call.
With regular quality monitoring, you can prevent bad habits creeping in and spreading from call handler to call handler. Regular monitoring, support, feedback and training all help you maintain your high standards.
We’re not out to catch you out
Call quality monitoring is not – or should not be – a negative, top-down activity, designed to trip up call handlers. In the best businesses, it is an integral part of the skills programme, of benefit to call handlers as well as customers.
Monitoring that is collaborative rather than prescriptive, inclusive rather than authoritarian, is likely to lead to more acceptance and co-operation. Most call handlers find it helpful to know what the organisation expects of them and why their calls are important to the business and its customers -that is why we also provide free coaching to all call handlers.
Feedback, support and coaching are fundamental
Class 1 Consultants’ monitoring process is objective, using a unique tried and tested method of scoring and evaluating that is proven to be fair and equitable. Feedback can be delivered one-to-one, remotely, or via group sessions where call handlers share and spread best practice. Whatever method is selected, the important thing is that there is an opportunity for individual call handlers to contribute to the discussion.
Not only does this encourage their buy-in to the process, but their comments and suggestions are often extremely insightful. However, also bear in mind the fact that call handlers are sometimes harder on their own performance than managers or supervisors would be.
Staff support will be provided through interventions such as refresher and formal skills training, together with development and action plans to improve advisor performance. The aim is always to improve the customer experience and achieve your business objectives.
Quality people for quality monitoring
Quality evaluation is only as good as the person doing the evaluating. It’s worthwhile investing in a dedicated person to monitor call quality in your business.
Class 1 Consultants was founded by Brian Hutcheson, a call centre industry veteran. He has worked with leading global companies as an expert partner in whom they can entrust their companies’ service quality. His experience with all aspects of call centre operations led to the development of industry-leading third-party quality monitoring and a unique system for measuring service quality. Each call is scored over a 40 point call handling template covering the key areas of:
Greeting, Validation, Call Handling, Resolution, Hold / Transfer, Control, Clarity, Tone, Flow, Enthusiasm and Close.
We then listen to the call from the customer’s point of view and provide a second report based on how the call was handled to the customers satisfaction.
All reports are easy to read, graphical and extremely helpful.