Article published by : Stone Ferguson on Tuesday, September 18, 2012 - Viewed 689 times

Category : Customer Service

Four Things to Look for with Quality Control with Inbound Call Center Services

There are different features and amenities that one should look for when considering any inbound call center services provider for their outsourcing needs. The most commonly outsourced service in the US today for companies that conduct business internationally is a call center. A lot of companies choose to team up with an inbound call center services outsourcing partner to reduce operating costs, improve quality, and offer a premium level of service that their customers grow to demand and expect. If you have been considering an inbound call center services provider for your business needs, learn more about four integral things to look for to know that you are getting a premium service that adheres to the highest levels of quality control.

Short Hold Times

Short hold times are everything with inbound call center services. Customers that are phoning in want their needs addressed in a timely manner and they are not fond of waiting. Customer retention and loyalty is a primary goal with any inbound call center service provider. And hold or wait times should be short, and should be well beneath the average for this demographic.

Soft-Spoken, Fluent Reps

Customers want reps that can understand them and that they can understand as well. A key complaint when customers phone into outsourced inbound call center services is that they have a difficult time communicating with the reps. Reps should be soft spoken and entirely fluent in English to counter any potential communication barriers.

Call Monitoring for Quality Control

All calls should be monitored periodically for quality control. In fact, the inbound call center services provider should have an entire department dedicated to quality control and the efficacy of it. In this manner, can these services providers best make the appropriate adjustments to ensure that quality is unsurpassed and unwavering with their call center.

Experienced Project Managers and Floor Managers

Experience matters greatly, and nothing but the best will ever do when an inbound call center services provider is representing your brand and company image to your lifeblood… your customers. The best outsourcing partners address this twofold by having dedicated project managers oversee your account and seasoned and experienced, reliable floor managers overseeing the execution of your campaign. This works as a duel edged method that ensures that quality is premium and flows from the top to the bottom (and back up the pipeline), so that your campaign is as successful as is possible at all times.


Keywords: Inbound Call Center Services, Inbound Call Centers

By: Stone Ferguson

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Article ID 1002969 (Views 689)

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