Call Centres

In dialogue with customers, call centres have gained enormously in importance over recent years. Call centres are increasingly transformed into “customer interaction centres”: Complex consultations have to be transacted by phone, as well as diverse activities in the areas of customer retention and churn prevention. Today the quality of call centres is an essential success factor in customer communication. For companies, the question arises as to how their call centre confronts the high customer requirements and how the quality of call centre consultations can be controlled and improved. The FairControl Call Centre Analyses allow you a precise analysis, whether your call centre complies with the necessary quality standards and how service quality can be optimised.

Goals

  • Increase in customer satisfaction and customer retention through optimal alignment of the call centre processes to the needs of the callers
  • Investigation of the staff in respect to their ability to quickly identify customer requirements and to respond to them
  • Assurance of staff competences by holding customer-oriented counselling interviews
  • Systematic control and steering of your call centre agents’ technical knowledge
  • Investigation of the extent to which the quality standards you stipulate are adhered to, such as in the forms of greeting and leave taking and other rules of speech
  • Analysis of the technical and organisational procedures in processing incoming calls; assurance of clear process organisation with clear and unambiguous allocation of responsibilities
  • Cost reduction for your staff training measures through detailed indicators of the areas in which training is necessary

Study Contents

  • Satisfaction:
    Can the problems arising be solved? How do callers experience the atmosphere in dialogue with your call centre? Does your team succeed in creating a positive mood?
  • Attainability:
    How long do customers have to wait for a personal contact person?
  • Conducting conversations:
    How do your agents introduce themselves (form of greeting) on the phone? Are callers addressed by name and the conversation terminated individually – possibly with agreement on further steps?
  • Professional competence:
    Are your call centre employees up to date with their knowledge? Do they know all the relevant factual questions and give factually correct and complete information?
  • Relational level:
    Does your call centre team make a polite, personable and dedicated impression? Do your agents conduct their conversations in a friendly and patient manner (even in the case of complaints)?
  • Service orientation:
    Does your call centre personnel respond individually and flexibly to customer questions? Are your employees helpful and interested in the caller’s problem?
  • Reliability:
    Are assurances given by the call centre staff observed and the agreed calls back actually made? How quickly are customer concerns addressed?

INSTRUMENTs

The instruments we rely on in our Call Centre Checks especially include:

  • Mystery calls / mystery e-mails: Implementation by undercover enquiries to objectively analyse the effectiveness of service
  • Customer survey: Representative surveys of call centre customers on the satisfaction with customer service and customer-orientation
  • Voice recording / voice files: Recording of telephone conversations for random sample analysis of service quality based on standardised assessment guidelines
  • Service level monitoring: Standardised survey of objective quality criteria, such as the service level (attainability within a prescribed period of time) or first contact solution rate