GoResponse Telephone Answering Service Staff

How to measure customer services compliance

Call centre, smiling womanMany industries are under strict laws to ensure that compliance is maintained, and part of this entails ensuring that personal details and other data is kept safe from prying eyes. However, call centres are increasingly having their customer services quality investigated by regulators who are benchmarking businesses. This provides advisory bodies with a way to correctly recommend the best companies for consumer care. Therefore, it is vital to utilise tools to ensure that telephone answering services care is top notch.

One sure way to prove customer services quality is to have actual data that can be used as real evidence for reporting. This means that call centres should ensure there is robust customer feedback at advisor level. This information should then be fed through to frontline agents. This can help call centres drive performance gains and hold people accountable for a firm’s quality of care.

Meanwhile, it is also vital to utilise external benchmarking in customer services quality reports. This helps to measure a call centre’s customer services objectively. It also shows regulators that a company is internally focussed whilst also keeping an eye on the rest of the market.

Finally, it is a good idea to have some form of automated alerts set up so that when low scores occur, executives can intervene and correct the issue before it becomes too problematic.

Customer services quality can be an important deciding factor for consumers when choosing among a variety of companies. By ensuring some form of compliance is being maintained in this area, firms can build up positive branding.

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