You’ve heard the saying quality over quantity, well in the call center industry quality and quantity are equally important. You have to get through numbers quickly while also providing quality assurance that the customers require. Both can be achieved with quality assurance best practices. Take a look at how!
What Is Call Center Quality Assurance?
Call center quality assurance is the act of constantly giving attention and care to every stage of the customer call center experience. This includes being thoughtful, respectful, and ethical in every interaction that the call center has with the customer to ensure the highest quality of service.
What Are the Benefits of Call Center Quality Assurance?
The benefits of call center quality assurance include:
- Creating a positive interaction with the customer and a positive work environment.
- Implementing ethical business practices.
- Creating repeat/loyal customers.
- Retaining more business.
- Improved customer satisfaction.
- Checks and balances on product/service quality.
How to Provide Quality Telemarketing?
Part of telemarketing business basics is providing quality telemarketing. Covering the basics of telemarketing includes having quality lists, equipment, and campaigns. If you don’t know where to start, allow us to give you all the resources you need below!
Use Quality Telemarketing Lists
To attain viable results, it is crucial for a business to know how to locate quality leads and understand the ways to utilize a telemarketing list for return. A good telemarketing list means you can focus on the process that will result in selling more products/services instead of wasting time and money chasing bad leads or outdated phone numbers. Gone are the days when you can value a list just based on the sheer volume of phone numbers it includes. Savvy marketers now know that a targeted telemarketing list is key to attaining a meaningful conversion rate and saving time on wasted calls.
When Do Not Call Lists were introduced, the process of telemarketing changed forever. This, plus advances in technology including the advancement of the internet and mobile phones, have completely transformed the art and science of telemarketing. In turn, telemarketing lists have become more sophisticated and streamlined. Today, call lists are created by database experts who can pull lists based on geography, demographic, business type, or residential leads.
A good list will omit numbers flagged for Do Not Call List. You can even buy cell phone number lists for residential leads. Remember that a telemarketing list is a lead generation tool that puts you in direct contact with those who are most likely to show an interest in your products/services. With a good list, telemarketing can be an extremely effective sales vehicle with measurable results and real-time input from your customers.
Use a Good Telemarketing Software
When looking for good telemarketing software take into consideration things like:
- Automation
- Built-in CRM’s
- Reports
- Manager Tools (Ex: monitor/whisper coach)
- Recording
- Lead assigning
- Templates
Things like these are incredibly useful in making a successful telemarketing campaign. While these features are important in telemarketing software where there are other tools you will need for telemarketing. Here we have all of the telemarketing tools you need, collected in one place.
Set up Your Telemarketing Campaigns the Right Way
The telemarketing campaign is an organized action in order to achieve a goal. If the telemarketing campaign is not well thought out or does not have the correct targeted audience then the company will likely fail to reach its goal. Planning for your company's next-level telemarketing campaign is made simple if you identify:
- Define the target market for your telemarketing campaign
- Set the telemarketing campaign goals
- Build telemarketing list
- Create telemarketing scripts
- Plan the telemarketing campaign budget
- Use the right telemarketing tools
Once your company has a good foundation, it can make campaigns the right way!
How to Perform Call Center Quality Assurance Monitoring?
While some things are relatively easy to monitor, quality assurance can be difficult. However, complying with laws and using the right tools, can make monitoring quality assurance much easier as well as much more effective!
Monitor Agents’ Soft Skills and Customer Experience
It would be ideal to be able to observe an individual's soft skills and customer experience in the interview phase, however, they are both difficult to assess in just a few meetings before hiring someone. Luckily, these things can be monitored and improved with careful attention and training. The level of soft skills of your agents highly reflects the customer experience. For instance, if your agents do not know how to be empathetic when a customer has an issue, then the customer's experience will likely result in frustration. Teaching the agents to develop their soft skills, including their cold calling etiquette, will directly impact the customer experience.
Adhere to Compliance
As you know the Federal Trade Commission (FTC) has rules and regulations that must be complied with. These include:
- The Do Not Call List (DNC) - Callers who have opted out of telemarketing calls
- Receiving consent and informing the caller of possible call monitoring
- The Truth in Lending Act - This requires certain information to be disclosed like interest rates, late fees, terms, and loans.
- The Payment Card Industry Data Security Standard - Requires a set of standards for processing card payments over the phone.
Choose Metrics to Monitor & Build Scorecards
The idea of scorecards is not new. This type of tool has been used for quite a while because it is so effective! Scorecards are essential tools that measure the success and improvement areas through measurable benchmarks. This not only gives each agent personal goals but it is a great teaching tool for the manager to see what areas they are best in and what areas they can offer advice/coaching in.
Improve the Quality of Your Telemarketing
Now that you are well equipped with the resources and knowledge you need, you can start improving the quality of your telemarketing. It’s always a good idea to become better at what you do. On that note, here are 20 tips on how to become more productive as a telemarketer!
Works Cited
M, J., 2021. Telemarketing: A Guide for Beginners | TelephoneLists.Biz. [online] Telephonelists.biz. Available at: <https://www.telephonelists.biz/telemarketing/guide-to-telemarketing-for-beginners/> [Accessed 2 June 2021].
Team, P., 2021. 10 Ideas Of How To Improve Quality In Call Center Scores. [online] Blog.playvox.com. Available at: <https://blog.playvox.com/11-ideas-of-how-to-improve-quality-score-in-a-call-center> [Accessed 4 June 2021].
Team, P., 2021. What Is Quality Assurance In A Call Center And What Does It Mean?. [online] Blog.playvox.com. Available at: <https://blog.playvox.com/what-is-quality-in-a-call-center-and-what-does-it-mean> [Accessed 3 June 2021].
