Customer Service is the Face of the CompanySurely, you know these truths, because only considering them, you can build a strong business and get loyal customers:
Unfortunately, the achievement of the service level which you can pride yourself on, is not an easy task, due to a variety of reasons, such as poor selection and staff turnover, lack of training, experience and knowledge among agents, lack of motivation, insufficient control, agent fatigue and other factors.
It often happens so that lack of preparation of the agents, gaps in knowledge about the goods or services offered by the company, or inability to solve conflict situations, can lead to dissatisfaction of the client, their refusal to use services of the company or creation of unattractive image of the company.
There can be plenty of consequences, but all of them cause the loss of profit by the company. What is more, dealing with negative reviews and image of the company demands substantial expenses of time and money.
We propose to solve the task of monitoring and improving the quality of service in the contact center by using a special system. It provides a possibility to monitor and evaluate the work of agents and to generate reports providing a complete picture of the work of every agent and the quality of service in the contact center according to selected criteria.
Smiddle Quality Management system created by our company allows us to effectively implement this control. To evaluate the agents’ work, a number of criteria are used and grouped together. You can define the necessary criteria yourself, choosing those criteria that are important for your business. The system provides an opportunity to create checklist templates, using which you can group the criteria for evaluating the agents exactly as the goals of your business require.
The system allows you to download all statistics data to a Microsoft Excel / PDF file and receive summary statistics on agents, supervisors, groups and checklist forms.
This product is used by contact center supervisors. When listening to a call, the supervisor evaluates the conversations of the agents with the help of checklists formed from the evaluation criteria. Each criterion can be given a specific weight, depending on how crucial this criterion is for the final evaluation. The sum of the weights of all criteria within the checklist is always 100.
The evaluation of the supervisor is tied to the name of the agent, which makes it possible to receive reports on the work of contact center employees and make decisions on the measures aimed at eliminating shortcomings in work and to encourage the best employees. In order to avoid manipulation, the system provides ability to evaluate the agent's call by one supervisor only once.
If you are faced with the task of monitoring and improving the quality of service in the contact center, Smiddle Quality Management is a perfect system that will easily help you to cope with this task!
Contact us now or order a free product demo! It will be our pleasure to tell you about the system in more detail and demonstrate its work.
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