We at Leads Interactive Solutions Pvt Ltd have some exceptional Quality Analysts who perform spot checks.
Customer / Client Side
You never know the total percentage of unhappy customers or clients you have, but you know exactly how many took time to call you to say so. Whether to complain or to praise, the customer who calls us should receive the warmest welcome you can provide. This customer provides you with barrels of essential information about how well you met their needs. The Inbound team should be the very best agents in your phone room.
As the call center Quality Analyst, the job requires sitting with each customer service executive, monitoring calls and providing timely feedback, both during and after the calls. The best agents identify themselves at the beginning and end of the call. Superior call center executives allow the customer or client to state the problem at hand without interruption, free from attempts to frame the issue before the customer finishes explaining their view point. Outstanding customer service executives help the customer brainstorm the solutions that will best fulfill their needs and ensure their repeat business.
Customer Service Executive’s Side
The customer service executive’s spend their entire day receiving information from the clients and customers. Wise Quality Analyst probe agents before and after calls to uncover missed opportunities to convert information requests, complaints and compliments into repeat sales, referrals and retrieve accounts. Through coaching, the Quality Analyst helps each executive develop a collection of redirects and rebuttals. Their rebuttals and redirects allow executives to guide clients and customers to products and services that solve their current problem and prevent future misunderstandings.
Processes & Procedures
The Quality Analyst ensures that all executives use the same kind of greetings, scripts, after call procedures and accountability standards. The ultimate Quality Assurance Analyst will periodically review sales data, customer surveys and call logs. They will use this information to adjust the script to achieve the conversion rate that meets company sales and service goals.
Expectations From The Management
This part of job requires diplomacy, patience and the wisdom of a professional gambler. Yes, you will need to know exactly when to check, hold or fold. “Check”, is a poker term for staying in the game without placing a bet on the current hand. For the Quality Analyst, this means walking onto the call floor with no preconceived assessments of any executives. By giving each executive a blank slate, you provide them with the opportunity to show you their best and worst qualities. When executives can speak without fear of revenge, you will learn more about the roadblocks and stopgaps that keep the company from breaking through sales ceilings.
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