While it's important to monitor enough calls and interactions to provide a sufficient sample size, it's not about the volume.  Like anything else, it’s about the quality of measurement.  A strategic performance improvement process depends upon many facets of an agent’s competencies, and should evaluate their contribution to the program’s overall success.

The employees themselves expect some level of constructive criticism, and more importantly, some positive reinforcement of the good work they do every day.  So we can learn a lot from just understanding what an agent expects in terms of their own development and growth potential.  They want to feel like they are providing value, and hopefully that we know they are committed to quality customer relations.

As employers, we want to know that we are getting a return on our investment in those agents, and that our customer’s expectations are being met every day.  While QA programs are an investment in themselves, we win when we develop agents that are able to service the customer more effectively, perhaps be more effective in a sales call, and most importantly reducing errors and re-work. 

If we can track and measure a cost of quality, such as through first call resolution, we can then measure the effectiveness of our QA and coaching programs.  The more the agents improve their skills, the higher the rate of first call resolution….and a clear ROI on the QA process. 

Effective monitoring, coaching and agent development is a real-time process, and a grass roots effort.  But the results will be evident in long term success and customer satisfaction.

There's a lot of talk about the "cloud" these days.  And there's just as much uncertaintly as to where business fits into the cloud.  But the question isn't about business.....it's about your business.  The cloud can mean lots of things and can bring many benefits, depending upon how it can change your technology infrastructure.

Another way to think about what "the cloud" really is can be anything that is outsourced.  Sure, the common definition is technology that is hosted on somebody elese's servers, in some data center in cyberspace.  It's outsourced, meaning not managed by your company.

So isn't outsourcing of other functions essentially putting your business process in "the cloud?"  Whatever function you don't want to manage internally, like customer care, order fulfillment, sales management, etc.., can be sent into the vast cloud of someone else's capacity.

No different is the work that Procall Solutions does for our clients.  Procall is a cloud-based provider of contact management solutions.  Our skilled agents are our "servers," but unlike the afforementioned, they are real people that speak the same language as your customers.  How powerful to have an english speaking cloud to give you and your customers an advocate...and the details don't have to be managed by you.

Cloud contacts....give it a try with Procall Solutions!!


 

In June 2000 Procall solution became an important new addition to Team PDC. Procall was a leading provider of call management services to the Philadelphia business community. The inclusion of Procall in PDC’s family of businesses expanded our capabilities while providing another top-quality service to our directory distribution customers.

Now more than 10 years later, Procall has grown to become an integral component of PDC operations. On the commercial side, Procall has a long history of providing high quality call center support to a variety of customers, including pharmaceutical, insurance, and consumer products companies, as well as direct marketing and sales organizations. Procall provides call center support not only in English, but also in Spanish, French, and even Portuguese. The company has also evolved into a major player in providing vital support functions to PDC’s directory distribution operations.

Learn more about Procall and PDC in the latest issue of the PDC Pride