Initial Processes of How a Contact Center Ensures Quality Service (Part 1 of 3)

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Taking a look at the outsourcing industry, it is undeniable that call center solutions providers dominate the industry. In fact, it has been attracting a great amount of attention these past few years, mainly because it has been growing continuously. Recent news show that the call center industry has been on a roll when it comes to their expansion plans, with the Philippines as their top destination since the country is fast in catching up with its other competitors, according to an article we have previously published.

But before a solutions provider is able to provide a service of great caliber, there are important measures they should take. Call center solutions providers may have different ways on how to go about these said measures but one thing is for sure, they are directed towards the same goal, which is to bring their services to an unexceptional level. In order for them to achieve this, a streamlined process is involved, one that includes providing the necessary skills and maintaining that those skills are put to efficient use.

Phase I

First off, solutions providers ensure that their call center professionals go through the necessary training to familiarize themselves with the field they are focused on. It is in this phase where most contact center solutions providers invest most of their time, since this will serve as the foundation of their analysts. In the course of the training, contact center solutions providers aim to set the bar among its analysts, especially in terms of their ability to speak a language that is not their native tongue, as well as their ability to develop their speaking skills. This is because most contact centers are located in a country where English is considered as a second language, and in conducting transactions, English is the standard language used. However, in the case of the Philippines, since English is already a language spoken widely across the nation, it is more of honing their analysts’ skills instead of teaching them a new language.

Aside from providing contact center professionals additional knowledge on the English language, manuals are also provided to assist them in handling a transaction. This is an important aspect of the training because these manuals will serve as a future reference for the analysts; these manuals will guide them in providing the best quality of service they are trained for. However, the kind of manuals given are not uniform for all companies, some come in a soft-copy, meaning it can be accessed online, while some come in thick, textbook forms.

A manual’s purpose is not only limited to familiarizing oneself with a foreign language; it is also provided in order for contact center analysts to know the ins and outs of a specific industry. It may also serve as a medium for the analysts to better understand as to how a specific tool or database works since oftentimes, the tools and databases used in the operations aspect of a contact center company are quite challenging to master.

Training a contact center analyst is quite a challenging task for the team leaders. This is the reason why a training session consumes a generous amount of time spanning between two weeks to one month.

Phase II

Now that solutions providers have already trained their analysts how to provide great service, it is important for the resources they have invested in the training sessions to not go to waste. This particular phase does not take as much time as the training, but this is a similarly important aspect of the industry.

In ensuring a contact center’s quality of customer service relationship, there are a couple of methods used industry-wide. The most common is the call recording. The purpose of this is to provide team leaders a window where they can monitor their contact center analysts. Also, today, there is a direct proportionality with the rise of contact centers against the number of call center recording software. There are now numerous software vendors in the market that provide a dashboard as well as a call recording system which will allow team leaders to monitor their large and increasing employee count. These kinds of software will also aid them in maintaining the quality they have promised their clients.

Audrey B is a Strategic Solutions Executive of Infinit Outsourcing, one of the leading solutions providers of offshore outsourcing . Infinit Outsourcing caters to small and medium sized enterprises looking for a dedicated company offering customer service call center solutions that would give them a competitive advantage in their respective fields.

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