Contact center quality assurance is the process by which supervisors can observe their agents’ performance to track if the call is up to the contact centers’ requirement and expectations. Effective quality assurance software allows call center management to quickly discover issues within their teams through proactive monitoring of interactions between customers and their agents.
Every business with a call center, or a contact center, can greatly benefit from employing a predictive dialer software. However, predictive dialers are most commonly used in telemarketing, market research, and customer service follow-ups.
Predictive dialers assign calls to those agents who are best qualified to answer the calls, which is another feature that every call center can benefit from.
Predictive dialers mechanically dial multiple numbers at once based on factors such as average call duration for the agent, and the campaign’s pre-set ratio. The dialer notes all busy signals and out-of-service numbers on the list. The system is able to distinguish between when a call is sent to voicemail and when it is answered. Calls that connect will be automatically transferred to call center agents to talk to respondents.
Utilize powerful analytics tools with your call center quality assurance software to understand why your callers behave the way they do, and get insights into how you can improve workplace productivity.
More informed agents = better caller experiences. Voxco’s intuitive dashboards relay useful information about the caller to their agents’ dashboards, ensuring minimal time is spent searching for customer details.
Call centers can be used to conduct surveys at a large scale. Voxco IVR and CATI Software make it easy to conduct 1:1 or self complete surveys and manage large scale research projects. Read how Siena college leveraged Voxco’s omnichannel survey solution to make over 3 million calls and provide real-time insights into the House and Senate races!
Call centers are an important touchpoint for customers, with a positive or negative interaction having the potential to influence how customers perceive your brand. Voxco’s telephony solutions (CATI and IVR surveys) allow contact centers to conduct phone surveys to gather customer feedback and get insights into possible problem areas for your business. Call Center quality assurance software can help understand where this key touchpoint can be improved, and if your customer experience is in line with customer expectations. Results can be seamlessly integrated with findings from online and face-to-face surveys to provide a holistic picture about your overall customer experience.
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