Customer Driven Quality
For many contact centres, the approach to quality management could be improved. Many are based on internal process compliance and the call handling attributes that are perceived internally to be associated with customer quality, and are not related to actual customer satisfaction. They assume that customer needs are the same, with no differentiation for customer profiles or emotions, agent skillsets or call types.
Are your quality measures customer driven?
Call quality “score-cards” are often internally focussed, based on the call handling attributes that are perceived to be associated with customer quality and internal process compliance and not related to actual customer satisfaction. This means the components of a call being monitored for quality purposes are unlikely to be the same as those components valued by your customers.
Customer Centric Quality Management
InsightNow’s approach to quality is different and centres around your customers. It integrates three important perspectives of service delivery – your internal operational perspective, your agents perspective but most importantly also the perspective of your customers – Customer Driven Quality. More
Our statistical analysis can also be used to help evaluate quality in the Call Centre, linking target outcomes with agent competencies and behaviours required. This can then be used to support personal development and incentive programmes. More