Effective project management requires ensuring the quality of your call center operations meets established standards.
Occasionally, issues may arise that necessitate prompt resolution and clear communication with the client.
Call Monitoring is a common quality assurance (QA) measure. Clients often request monitoring sessions, which typically last 30 minutes. To facilitate this, you'll need to coordinate with the call center to schedule the session and provide the client with the necessary dial-in details. During the monitoring call, be sure to follow any specific instructions from the client and make any updates they request.
**IMPORTANT NOTE:** If you have a scheduled monitoring session, set a reminder on your phone to ensure you are prepared and available.
Gathering Flash Reports is another key QA activity. Clients may periodically request a quick summary of the day's call completion numbers. To fulfill this, simply email the call center floor manager to request the flash report.
Before providing any call recordings to a client, always review them first. This allows you to verify the agent sounded clear and positive, provided accurate information, and pronounced names correctly. Taking this step ensures the recordings meet quality standards.
Occasionally, data discrepancies may arise. If a report appears incorrect, download the campaign data file and work with the call center to identify and resolve any issues with the loaded data.
Clients often want real-time feedback on how callers are responding to the script. If this feedback is requested, email the call center floor manager, obtain the information, and promptly forward it to the client. This input can help determine if script updates or revisions are needed to optimize results.
Finally, be mindful of list saturation. If a client's goal has not been met and the list has reached 70-75% saturation, proactively inform the client and request additional data to continue the campaign.