When communicating with clients over the phone, communication skills, product knowledge, and mastery of sales technologies are important. All country email list of the call center, technical support, and sales department must have these competencies. Therefore, to improve the quality of service, it is necessary to check the work of each of them.
The check is carried out according to the following parameters:
- Communication skills. Tonality, speech rate, vocabulary — acceptable speech patterns. Compliance with communication rules. Ability to advanced link building techniques to and hear the client, maintain a dialogue.
- Knowledge of the product. Understanding of disadvantages and advantages. Ability to offer a replacement item from the company’s assortment. Additional sales.
- Mastery of sales technologies. Compliance with regulations, use of scripts. Handling objections, closing doubts, preventing conflicts. Favorable mobile lead of goods or services with competitors’ offers.
In order for quality control to be as complete as possible, it is necessary to check all calls. They are recorded, saved, listened to and assessed according to indicators important to the company.
Based on the assessment results, statistics are formed, reports are compiled, from which gaps in communication, script shortcomings, shortcomings in the work of the entire department and specific managers are visible. To eliminate them, regulations are improved, employee training and training are conducted.
It is worth noting that quality control also allows you to discover strengths: form a rating of successful scripts, determine the personal effectiveness of operators and reward the most successful ones.
Assessing the level of service provided by the call center
Parameters and principles of selecting managers’ calls for listening and assessing the quality of service
Conversations of newcomers are often selected for listening – this way the employee can get rid of gross mistakes before they become habits. At the same time, quick feedback from the mentor is important.
Conversations should also be included in the field of attention:
- For long-term deals. Perhaps the manager lacks experience to resolve the buyer’s doubts and successfully complete the sale.
- Included in a certain time period. For example, during a period of declining sales, an increase in the number of refusals, the launch of a new product, or a promotion.
- Operators with high and low efficiency. Successful dialogues highlight the most successful scripts. Unsuccessful ones can become the basis for drawing up a training plan.