Our three major lines of business will improve and reinforce the efficiencies of your front-line staff for the result you want: total quality in your call centers
- Quality Assurance Programs
- Sales and Retention Performance Measurement Programs
- Customer Service Skills, Sales and Retention Training Programs
Each program can be completely customized and follows a results-driven process that is carefully defined by both CSR Inc. and our clients.
80% of a customer’s impression of your company is determined by the initial contact with your call center representatives. To give them the skills they need to be successful Customer Service Representatives, you must do more than simply pass information down the line. You must identify where they can improve and provide effective coaching so they can deliver results.
“You don't improve service and quality in general. You improve
service and quality in specific.”
Dr. Rodney Dueck, Park Nicollet Medical Centers, Minneapolis
What is Quality Assurance?
“Quality” is a subjective term but most people define it to mean two things:
- The ability of a product or service to satisfy stated or implied needs.
- A product or service that works the way it was designed to work.
Assurance means to give people confidence and certainty that they’re getting what they expected. In the context of a call center, quality assurance is making sure that employees are providing consistent, reliable performance at an agreed-upon standard.*
*Definitions taken from the ASQ, American Society for Quality - Glossary.
Why Quality in Service?
Service industries face the challenge of meeting customer needs while remaining economically competitive. Technology has helped, but service industries are still labor intensive. Successful businesses understand that good customer-employee interactions are the competitive edge. To ensure that your front-line is demonstrating your commitment to quality service and sales day-in and day-out, CSR Inc. provides comprehensive Quality Assurance programs. Our program model is an interactive dynamic process that is designed as a partnership between our staff and your supervisors and managers. This partnership becomes fully integrated into the daily activity of your call center with your supervisors using the calls, unbiased evaluations with coaching direction and reports. These tools provide the framework for your management team to coach your front line team towards peak performance. Two program options are available – customized and branded for your company or our comprehensive generic program.
CSR Inc.’s comprehensive Quality Assurance Programs ensure that your call center representatives reflect your commitment to giving customers quality service and sales every day. The CSR programs are:
- Dynamic and interactive
- A partnership between our trainers and your supervisors and managers
- Fully integrated into your call center’s daily activity
- Honest and unbiased
What is Sales and Retention Performance Measurement?
Our CSR Inc. consultants design abbreviated programs that focus on the execution of sales and marketing strategies. We begin by clarifying your goals and design a program that best suits your needed. For your approval, we draft the monitoring form and condensed performance standards that define scoring criteria. The focus can be directed to your entire call center, your generalists or specific sales and retention queues.
- Clarifying your call center goals
- Developing a monitoring form that highlights your needs
- Defining performance standards with scoring criteria
Our programs can focus on your entire call center, your generalists, or specific sales and retention groups. All programs have the ultimate goal of improving customer service performance and increasing your revenue generating units. Every CSR Inc. program is customized for your company.
There are three design options:
Diagnostic / Baseline Measurement / Benchmark – This design option benchmarks your teams performance. We accomplish this with evaluation of either mystery calls or actual customer calls. Since a diagnostic program is strictly measurement, coaching is not conducted. Summary and Percentage reports are available on demand throughout the program.
Coaching Calls – Once we benchmark performance, we add a coaching element to your program. Prior to the program commencement, your marketing or customer care team approves our coaching instructions. Our highly trained coaching staff is trained on every project and quality controlled to ensure your goal is being met.
Behavior-based Incentive programs –Coaching +Reward=Success. Our “instant win” model combined with coaching gives immediate rewards to Customer Service Representatives that demonstrate the desired behavior.
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CSR Inc. builds a full line of call center training programs that work in easy-to-understand formats. These workshops can be facilitated in two ways:
- Generic format
- Branded and Customized to your specifications
Our modular approach enables you to align training with the daily demands of your call center and emphasizes practical, easy-to-apply skills that can be put into practice immediately and will motivate your call center employees to excel and be recognized for their performance.
CSR Inc.’s interactive workshops are for your front-line customer service representatives as well as for managers and supervisors creating a company-wide culture of sales and service excellence.
"If you train people well enough, you can get out of their
way and let them do the job."
James Barksdale, President, McCaw Communications
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- Managing for Service Excellence
- Selling the Value
- Proper Call Center Telephone Etiquette
- Delivering In-Home Service Excellence
- Managing In-Home Service Excellence |
