Studies show that the work-at-home call center population is seeing a 25% annual growth. Although this is great news as work-at-home staff experiences up to 50% less attrition than regular contact center employees, managing a remote workforce presents a whole new set of challenges in terms of communication.
Your contact center depends on building long lasting relationships with loyal customers, earning their trust and ultimately delivering industry-leading service. After all, 64 percent of consumers believe a quality experience matters more than price. But how do you know if you’re actually doing all you can to forge such lasting bonds?
Your call center is (like most) focused on delivering great customer service while keeping your costs low. That’s fair enough: your budget only stretches so far and every cent counts. But while maintaining a tight grip on your finances is sensible, it’s all too easy for the quality of your service to suffer as a…
Quality assurance has the power to help any contact center or support department improve its customer experience.
How important is a positive customer experience?
At Playvox, we’re passionate about helping our customers succeed. Our QA software is designed to deliver all the right tools, features and support to transform workplaces.
How do you measure the quality of the service you offer across channels?
You’ve chosen to start a quality assurance program in your call center. You want to boost your customer service, enhance your agents’ performance and establish a stronger workforce right across the board.
Have you ever been so unsatisfied with a business’s customer service that you simply refused to buy from them again? If so, you’re not alone. Almost 50 percent of consumers will abandon a brand — even one they have used for years — after experiencing bad service.