Think back to your last customer service call - before speaking to a representative, you might have heard a short message: "This call may be recorded for quality control purposes."
Does the process of monitoring and recording calls really understanding ios: mobile operating system help improve interactions between customers and customer service representatives? What actions can be taken based on the quality of calls?
Let's look at these questions, starting with what call quality control is and why it's important for customer service.
What is call quality control and what are its benefits?
Call quality control is the assessment of employees' telephone conversations according to a list of criteria established in the organization for subsequent work on improving the quality of calls.
According to Forbes, 96% of customers will stop using a company's services if they experience poor service: most customers are willing to put up with less-than-perfect service a few times, but if it's consistently bad, customers will switch to competitors.
There are various methods for measuring and improving customer service performance, but the best strategy for each business ultimately depends on the company's specific goals.
Call quality monitoring can be useful for:
Net Promoter Score (NPS) and Conversion Rate Improvements
Increase customer loyalty and engagement
Organizing and more accurately interpreting the obtained data
Identifying and correcting recurring errors and causes of poor service performance
Documenting negotiations and reducing potential legal risks
Developing team standards and improving the onboarding process
Why is it important to monitor call quality?
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