Suite vs. Best-of-Breed – Is Less Really More?
All Suites are NOT Created Equal
A Real-World Example
Consider the Trade-Offs
Ask the Experts
Hi. I just want to ask what are the specific roles of quality assurance/analysts for outbound calls.
Outbound call centers are used predominantly for sales, collections, customer loyalty calls and customer service. Regardless of call direction or specific agent functions, quality assurance (QA) efforts should focus on the following core competencies: accuracy and completeness of information shared with callers, product knowledge, communication skills, problem diagnostic and resolution skills, adherence to policies/procedures/processes, accuracy of transactions/quotes, and script compliance. For all outbound environments, quality assurance analysts also need to be fully trained and well-versed in any regulatory legislation that impacts the types of activities their agents are performing. A section of the quality evaluation should be dedicated to assessing regulatory compliance, and a formal process should be implemented for capturing and reporting on all non-compliant interactions, actions, policies, or procedures, so that they can be addressed immediately.
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