| The call center industry has skyrocketed to one of the | | | | (Customer Satisfaction) and SLA (Service Level |
| most lucrative and important businesses in the world. | | | | Agreement) are some of the factors that need to be |
| Countries like India, Netherlands etc are the forerunners | | | | taken into consideration. |
| in the business. But leading countries like US and the | | | | - Digital Recording: Digital recording is one of the keys |
| UK are also fast catching up. With the rising | | | | to aiding CSR call quality. Digital recording apparatus |
| competition, the margin for error has become negligible. | | | | and software are now quite reasonably priced. |
| Each call center today employs stringent quality | | | | Call Evaluation: A call evaluation model needs to be |
| measures and constantly looks for improvement. In | | | | developed. There are several factors that should be |
| fact call center improvement services are also | | | | taken into account whilst analyzing calls. |
| extremely popular within the industry. What does call | | | | Here are some of them : |
| center improvement consist of? How can it help an | | | | |
| already established call center? | | | | 1. Honesty: A very hard to achieve quality in CSRs. |
| The nitty-gritty | | | | You will find a slight percentage of falsehood in almost |
| Call center improvement consists of several steps in | | | | every call that you evaluate. |
| which the functioning of the call center is evaluated | | | | 2. Attention: The CSR has to be attentive during the |
| and analyzed. Based on the reports of the analysis, | | | | call. Are there lots of empty phrases in the call? |
| further plans are created to improve the performance | | | | 3. Duplication: Is the CSR repeatedly asking for |
| and enhance the quality. | | | | information which the caller has already given at the |
| - Call Monitoring: There was a time when call | | | | start of the call? |
| monitoring meant a supervisor monitoring a live call. | | | | 4. Call Control: Is the CSR in control of the call all the |
| However, this practice wasn't very feasible and was | | | | time? |
| soon replaced by discreet monitoring using digital | | | | There are several other factors which go into call |
| recording. However, a complete call evaluation | | | | center improvement. But these were the basic ones. |
| program needs to be in place. Scoring, CSAT | | | | |