The Importance Of Call Centre Quality
A process driven approach to customer service delivery and the deployment of a robust quality model creates tremendous value for customers who outsource to third party partners.
Oct. 25, 2012 - PRLog -- A process driven approach to customer service delivery and the deployment of a robust quality model creates tremendous value for customers who outsource to third party partners. Commenting on the importance of metrics in a call center/BPO environment, Mr. Ian Allison, Director of Call Centre Services at South African based call Centre Company said, “The key to our success is to deliver solutions and services that exceed the quality expectations and parameters of our customers. This is only possible through the deployment of a standard of metrics and measures which give us visibility on all dimensions of our services. Our quality dashboards provide us with real time information about our service levels which enable us to make corrections or adjustments to what we do.”
“In addition, whether a customer requires it or not, we deploy the Six Sigma quality model across all our processes including support functions. At the heart of Six Sigma is a holistic, process driven approach to quality which looks at root cause analysis and the process in its entirety. Our experience has been that by only examining lagging indicators, one doesn’t get to the heart of a quality issue. By examining, measuring, and re-engineering our delivery processes based on Six Sigma, we continuously improve our customer support services, thereby ensuring meaningful value to our customers.”
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