Customer satisfaction determines the roadmap to success.  A famous quote states, “Satisfaction is remembered long after the price is forgotten”. That’s why it is beneficial for any call center business to acquire new customers and retain its existing customers by providing complete satisfaction.  

To provide customer satisfaction, a BPO process needs to focus on customer service representatives for the company.  A representative’s performance dictates the level of customer satisfaction. Reports show that 48% of BPOs around the world lack providing a satisfactory experience to its customers. A satisfied customer will always return, promising more profits to the company. Similarly, a poor customer service experience can cause a customer to stop doing business with a company.

It is crucial for BPO processes to strive to receive a good CSAT score for every interaction between agents and customers.  A quality monitoring tool serves a vital role in obtaining consistently good customer satisfaction scores.

Quality monitoring tools help to analyze a representative’s performance for all the parameters required during a customer interaction.  QEval is a quality monitoring application that allows streamlining the processes of a BPO, from top-level management to agents. It also helps agents working remotely, during the pandemic, to stay afloat with the work from home resources and scenarios. There are several areas where QEval helps to enhance customer satisfaction through its various features. Some of these include:

• Dynamic Architecture– To meet the diverse requirements of every client, QEval is designed dynamically so one can add multiple representatives, quality analysts, and supervisors. It also features the ability for a supervisor to monitor everyone’s performance under one tool and draw conclusions for providing a better customer experience. 
• Customizable Evaluation Forms– The application includes evaluation forms to be filled by the quality analysts while reviewing the performance of the representative. QEval also allows the clients to design their own evaluation forms, custom made for a specific interaction guideline. This helps companies acquire critical analysis from the evaluations so that representatives can better serve their clients.   
• Training Environments for Representatives– There are training modules designed and built into the evaluation forms so that representatives can get training to improve a skill set for overall or specific parameters set for each evaluation. If a quality analyst finds a representative is performing below the desired expectations in an evaluation, a training session can be scheduled within the QEval tool for the representative to get the training needed for improvement.
• The Analytical Dashboard– The QEval tool includes a dashboard for all individual user roles defined within the application. The dashboard keeps every user role informed about his/her processes by using statistical data. The multiple graphs and charts present on the dashboard display the current progress for each user and user role. For example, supervisors can control situations, such as low performance by representatives.  
• Reports– There are multiple reports generated under QEval based upon various processes within a call process organization. These reports prove highly useful to analyze the processes and progress within the campaign. Results show accurate and insightful reports to help pinpoint problem areas in order to resolve issues and quickly make the appropriate changes in order to maintain a proficient and successful call center.