In recent times, call centers have acquired a reputation for high standards of service and their zero tolerance for low quality service. They treat the high quality of their services as the foremost reason why foreign companies outsource to them, even ahead of the cost effectiveness and increased profits that they also bring to their employers.
However, the outsourcing process has not always been the happy story that it is now. According to a report released by a leading agency in 2004; of 870 professionals, only 55.8% stated that their quality assurance team had sufficient time and resources to lead an effective team. Only 25.8% and 27.4% of BPO monitored the IVR and Web self-service contacts of their staff. The only things that were properly monitored were live calls.
Of all call center outsourcing service providers polled, 72.4% were of the opinion that the purpose of monitoring was to ensure that there was a general acceptance and understanding of the programs and projects among the call center staff, while 71.1% were of the contrary opinion that the purpose of monitoring was to evaluate the skills and abilities of the staff.
Between then and now, a lot of things have changed:
Quality is now considered an integral feature in call center outsourcing services whether in inbound services such as lead generation, IVR, Up Sell/ Cross Sell, Order taking and customer service or outbound support such as debt collection services, appointment scheduling or telemarketing. High quality standards have been set, and all staff are aware that they have to be followed to the letter, with no compromises whatsoever.
Call center management usually impose strict rules and regulations to ensure that quality is maintained in all the processes.
Now, 64 percent of call center outsourcing companies practice thorough monitoring and a majority of the monitoring is conducted by supervisors who have the requisite skills and tools. There has been a vast increase in the percentage of workers who are monitored. In a recent study, it was revealed that about 48.1% of Quality assurance specialists are monitored, while about 44.7 percent of Team leader are monitored and around 40.7% of managers are monitored. These high monitoring rates are important because they assure good quality service delivery and enable quick spotting and resolution of any problems. From agents, IT division, from desk system and back office workers, call center technology has evolved for better, making easy monitoring possible.
Why quality services are important?
- Providing quality services will help a BPO get return clients who can then provide more business through word-of-mouth advertising.
- Financial increase as a result of more clients.
- A solid reputation which will distinguish the call center’s outsourcing services from others.
- Satisfied clients who will have achieved their aims in hiring the call center.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! inspires entrepreneurs build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.