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Call Center QA: Effective Quality Assurance Strategies

When running a call center, it is important to pay attention to Call Center Quality Assurance (QA). Call Center QA is a process that focuses on and ensures customer service and interactions are aligned with business goals. QA is customer-centric. That is, it is concerned with understanding customer issues and concerns, improving customer experience, and improving communication. QA is typically conducted by identifying ideal customer service agent behavior. Maintaining a good schedule and interacting in a professional tone are just a few ways to achieve good customer service.

Call Center QA

It is best to look at QA as an on-going process. This way, customer service agents or representatives will be motivated to always be on their best and most efficient behavior. Representatives should be made aware that their calls, emails, and chats are being recorded. This is important because these are the most crucial areas of customer communication that affect the business.

Essential QA Strategies

There are different ways to ensure good customer service practices benefit your company. Analyzing call and customer metrics include monitoring average response times, call logs, handling times, customer ratings, etc. You can determine QA data through assessments made by team leaders.

Call Center QA Effective Quality Assurance Strategies
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Training and Motivating Your Agents

You should make call recording a significant part of the supervisory process. This way, you can review calls with customer service agents and help them identify areas to improve. Here you can also encourage and acknowledge their strengths, keeping them content and motivated to continue their good work. Additionally, knowing their calls are being recorded will give them an incentive to do a commendable job.

Appointment setters are responsible for contacting leads to generate appointments. Essentially, the company suffers if the appointment setter is unable to do their job. So, how do you make sure that appointment setters do a good job? Train them to learn the script and sound excited about the product they are offering. It is important that they are knowledgeable of the product so they can efficiently answer customer questions. Additionally, they should have the ability to listen to their customers’ doubts and queries. This way, they can make the customer feel heard and respected. Finally, they should send email confirmations with important details immediately after phone conversations.

Another way to train your agents is through evaluation. Evaluating agents will ensure they understand what is expected of them and are able to meet your standards. When assessing an agent’s interaction with a customer, using a Call Center QA Form will help you judge important elements. Here are some examples of assessment questions:

  • Did the agent greet the customer?
  • Did the agent ask questions to understand the customer’s needs?
  • Did the agent answer the customer’s questions accurately?
  • Did the agent follow protocol?
  • Did the agent display a professional, yet empathetic manner?

With questions like these, one can evaluate the agent’s strengths and weaknesses, and rectify areas that need refinement.

Utilizing Customer Feedback

Customer service feedback provides companies with a good idea of the customer’s perspective. With such feedback, companies can understand what they are doing well and which areas need improvement. To improve call center productivity, use recordings to compile data to set future goals and develop more effective approaches. Here, you can also identify frequently asked questions and develop customized messages to save time. Using an interactive voice menu can also answer questions by letting customers select a number to hear frequently asked questions. Such interactive voice responses (IVRs) can be set up by your virtual phone number provider and they are highly customizable.

You can also utilize call recordings to learn more about your customers and their preferences. For instance, how do they respond to certain questions? Why do they prefer one product over the other? What issues or concerns do they have? Are they asking for a product or service your company doesn’t offer and should you consider investing in it?

Consider Virtual Phone Numbers For Your Call Center

In conclusion, virtual call center software solutions focus on increasing productivity and reducing time spent on answering calls. Virtual numbers also make it easy to facilitate remote agents. Therefore, enabling you to host your call center from anywhere. Global Call Forwarding provides virtual phone numbers with additional features such as call recording, call transfer, IVR, customized greetings, and more. View services and plans offered by Global Call Forwarding that can help with your call center QA today!

5 Ways to Increase Your Sales with a Business Phone Number

Communication is critical in all relationships across the board; not only does that include your mom, your coworker, and your spouse; it also includes your customers. How is your business communicating with your customers? Are you offering your customers multiple ways to get in contact with you? Do you think that an email address is sufficient? Learn five different ways to increase your sales with a business phone number.

Businesses have been changing a lot in recent years in order to keep up with the ever-evolving digital landscape. One thing that hasn’t changed is the need for a business phone number. Nothing will ever replace speaking one-on-one with another human being who knows your business, in and out. If your company does not have its own phone number, then you may be missing out.

  1. Uphold your brand’s image
    When customers stumble upon your website, before purchasing they will often look to see if there is a contact number on the site. This ensures that if there is a problem with the order or product, they will be able to get in contact with someone who can solve their issue. Email addresses are okay, but having a phone number is much better because it lets your customers know that they can get in contact with you at any time of the day that may be convenient for them. Think of your friends; the ones that are the easiest to get a hold of are the ones that you are going to spend the most time with. As you would build a relationship with a friend, you can also create a relationship with your customers.
  2. Use your business number as a marketing tool
    A business phone number can not only be used as a tool to communicate and make a sales call, but you can also use it to track your marketing efforts. Wherever you advertise your business phone number, whether it is on your website or business cards, you can track where the phone calls are coming from. If you decide to use more than one number or change the extensions, you can place different numbers across each marketing effort. For example, if you were to create a billboard with one of your business numbers, you could track all the phone traffic from that particular number and compare it to the business phone number that is advertised on a flyer.
  3. 5 Ways to Increase Your Sales with a Business Phone Number
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    Use it to solve complex problems
    The best way to solve a customer’s problem is in person or over the phone. It is easy when you have this voice-to-voice interaction because a customer can explain their problem in detail. They also will not have to endure long wait times during a chat space or over email. One phone call can solve many issues in a short period of time.

  4. Build a relationship
    Outbound calls aren’t the easiest way to make a sale, but it is still possible to do so today. When you make a sales call to a customer, you are able to listen to them directly. You hear what they have to say, how they say it, and you clearly can decipher what they want and what they need from your business. When you can gauge your customers on this personal level, you are able to create a better product to suit your customers’ needs. You will need to invest your time into making these outbound calls and forging these relationships, but it will be worth it to create a better product and see it sold to your original customers and the customers you gain through word of mouth.
  5. Easy to remember
    When choosing a business phone number, it is better to choose something easy to remember. A phone number that sticks in the mind of your customers will ensure that you have a steady stream of calls from customers. You can make your phone number easier to remember by purchasing a toll free number or a vanity number, or if you already have a number, think about adding a jingle to the number in commercials and web ads. Adding a business phone number will help you increase your sales.

4 Things to Consider When Setting Up International Call Forwarding

Answering phone calls from your customers is an important part of doing business. Current customers and prospects might call a business for customer support or to make a purchase. While email is an effective way to communicate, many consumers still prefer to do business over the phone.

Businesses have a few options to communicate with international customers: most popular are email and phone. Emails can easily be sent and received internationally with no restrictions, but international phone calls are a different story. Check out this page about how to make an international phone call.

For one, callers need to pay international calling costs. Secondly, dialing international phone numbers with foreign country codes can be confusing. The bottom line is that customers prefer not to make long distance calls.

In order to eliminate international calling costs and country code prefixes, smart businesses set up international call forwarding. Basically, any business can avail local or toll-free numbers in their top markets, and forward calls internationally to any destination. This is known as international call forwarding.

International call forwarding is easy to set up. However, each business has unique telecom needs. Here are 4 things to consider when setting up international call forwarding:

What are your top markets?

Which countries drive most of your sales? We recommend getting virtual numbers in at least your top 3-5 markets. This will ensure that you capture the most business and maximize earnings potential.

The best international call forwarding service providers offer phone numbers in more than 100 countries and thousands of cities worldwide. It’s important to determine your top markets, and get numbers in those countries. Customers will prefer to dial a familiar phone number in their native markets.

  1. National, local or toll-free?

    There are choices to be made when you set up international call forwarding. One of the most important decisions a call forwarding subscriber makes is which type of virtual number he avails.Subscribers can choose either national, local or toll-free numbers, depending on the needs of their business. What’s the difference, you might ask? Check out this article we wrote about Local vs Toll Free.

    The best virtual number for your business depends on your unique requirements. National numbers will give your business a national presence in a target market. They can be dialed nationwide, and internationally. Local phone numbers have area codes that correspond to particular cities. Finally, toll-free numbers are free phone numbers that can be dialed from within a specific country.

    The type of number depends on your business because each phone number has different advantages.

  2. How do you plan to use international call forwarding?

    There are many ways to use the service. Before setting up international call forwarding, you should determine how you plan to use the service.Many subscribers publish contact numbers on their website or in marketing materials. It enables any business to advertise a business phone number, and in some cases, a virtual office location.

    In addition, some subscribers use their virtual numbers as a booking hotline or for customer support. There are many ways to use international call forwarding, and it is important to determine how you will use the number before activating your service.

  3. How much traffic do you expect?

    This is a good question to answer because it determines which plan is best suited for your business. The cost of an international call forwarding plan will vary depending on the number of included minutes.

    If you feature the number in an advertisement or marketing materials, expect heavy call traffic. The same goes for hotlines- booking hotlines and reservation numbers typically receive a lot of traffic. On the other hand, an alternate backup phone number might not receive as many incoming calls.

    It’s prudent to have a good forecast of how many minutes you will need but rest assured if you are still uncertain. Global Call Forwarding allows subscribers to upgrade their plans free of charge.

Tips for other call forwarding subscribers

We hope these tips help you when setting up international call forwarding. Can you think of anything else to consider? It’s our priority to help businesses connect with their customers.