subject: Quality Monitoring Service By Centennial Marketing Cmg- Cost-effective And Efficient [print this page] The task of quality monitoring service involves efficient handling of important data of the clients. Centennial marketing group makes sure that all your projects are taken care of by experts. Quality monitoring is done for both, inbound and outbound calls. In some cases, webchat interactions of onshore or offshore clients also go through such monitoring process. Around 100,000 interaction monitoring sessions take place every month for the clients all over the world.
The services of quality monitoring include:
Inbound and outbound interaction monitoring (for voice calls and web interactions like, chat and emails).
Sales and compliance verification
Monitoring sales calls for compliance to procedures and policies
Customer experience survey
Compliance audits
Developing and customizing audit forms and checklists for inbound or outbound programs
Analysing and reporting program performance, monthly executive dashboards, agent level performance, program performance, Team performance, etc.
Customized, agent level coaching, feedback
Customer feedback
Sales and order compliance checking
Value adds data and analyzing customer interactions for process improvements, marketing opportunities, etc.
Now, lets discuss the salient features of quality monitoring services at Centennial Marketing cmg.
Statistical Sampling Process:
In most of the cases, the companies evaluate random samples of chats or calls for gauging the depth of program and agent performance. The sample size of these evaluations might not be statistic ally valid always. Limited resources are the main reason for that. The results and conclusions of such monitoring can seem to be misleading. Often these do not offer you the exact result. The call volume trends will be analyzed by Centennial marketing group. This will determine the statistically valid sample size for monitoring and showing the accurate trends. This will be instrumental in improving results and customer experience. Only industry standard sample size calculator is used and the ideal samples are used in the process.
Objective Evaluation:
Objective evaluation is very important for proper quality monitoring process. This is far more important than internal QA process. In case of internal QA system, it is often influenced by agents or managements that can result in biased evaluation. Client can evaluate the services by centennial marketing cmg to get to know about the benefits.
More Staff for Core Business Activities:
In most of the cases, the best aspects are engaged in doing QA monitoring. Clients best agents can concentrate on their core services in a better way.
Consistent monitoring for more than one contact centers of the Enterprise:
Large companies with multiple contact centers can avail consistent and effective evaluation to compare center performance and drive improvements with unbiased monitoring data analysis across the world.
Offshore Onshore or Nearshore:
The onshore, offshore and nearshore services are provided from Centennial marketing group office. The agents make sure that clients get the best service from the company. With the subscription to this company, clients get to save a considerable amount of money.
Measurable and Timely Monitoring and Evaluation:
The dedicated team of Centennial marketing cmg is solely responsible for evaluation of the agent in an objective way.
