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What are the supervisory responsibilities of contact center supervisors?

After implementing the Phone Quality Assurance application and ensuring that the program is working well, it’s typical for many companies to want to go a step further and stretch out the uses and advantages of the application. Basically, quality assurance programs can be enhanced in a variety of ways. 1 way of improving these programs is to include surveys, with quality assurance, in order to ascertain the experience of monitoring customers or the rate of first call resolution. Businesses are likely to utilize surveys to determine the benefits of the program. In reality, the best method of determining whether customers are gratified with the quality of call center agents, products, services and process of the organization is by simply requesting them via surveys.

The advantage with call center qa program is that it measures how great call center agents are at adhering to internal business policies and procedures. This program also provides an in-house view of agent functionality. Surveying, so, captures the perspective of customers about the products and services offered by the company, which is basically an external view that has to be considered. When feedback from surveys is coupled with results from the internal quality assurance outcomes, it empowers a company to learn what customers think of good services and more importantly, which call center agents provided the services.

A company is also able to find out the various policies and procedures that have to be changed to be able to streamline operations, improve agent service delivery and enhance customer experience. When client surveys are done right, the information from the surveys about the performance of call center agents should be shared in order to improve on the standard of providers. Agents should be permitted to find these results or receive feedback directly from the Call QA supervisors. This will help brokers enjoy the manner their performances impact the satisfaction of customers and the perception of their customer about the company.

February 6, 2019