I was talking to a manager of one of our large, local employers a while back. This company has a decent sized call center handling customer and dealer calls from around the country. I explained to this manager about how our group helps clients measure and improve the quality of service that they deliver in their call centers.
"Oh yeah," the manager said, "I get it. We just spent a ton of money with Tiddly-Wink Telecom to install a quality program in our call center." (translation: we don’t need you)
"Really?", I responded, "That’s great! What is your new program doing for you?"
"Oh, we get tons of reports. We know how many calls we’re taking, how many abandoned calls we have, the average call time, average number of holds…stuff like that." (translation: I have a ton of meaningless numbers)
Many companies make the mistake of thinking that stats off the phone switch translate into a picture of service quality. That is usually a far cry from the truth.
What the numbers say… What the numbers mean…
Call Time is Down CSRs are rushing customers off the phone
Customers’ issues are unresolved
After Call Work is Down CSRs are finishing up calls on their next call
CSRs are distracted instead of listening
"Holds" are down CSRs are leaving callers in "dead air"
Customer confidence is declining
We’re handling more calls Customers have to call twice for resolution
Phone stats off of your switch provide you with an incomplete picture of what is really happening in your call center. For a complete picture, you need a Quality Assessment (QA) process that provides you with valid data on what your customers are actually experiencing when they are interacting with your call center personnel.