Make no mistake: customer service representatives are the rock stars of your call center.
On any given day, they can be guides, fact-finders, trouble-shooters, mediators, counsellors, friends, salespeople – the list is pretty endless. Basically, when that first call comes into your call center, your CSRs need to be ready to handle anything – exceptionally.
Customer service quality assurance audits will make sure that happens. Every call. Every customer. Every agent.
I feel you. Call center quality assurance audits are not fun. No one likes them - not the auditors, not the supervisors, and definitely not the agents. But they're a necessary evil, right?
Wrong. With this checklist template, I'm going to walk you through how Process Street can make your QA auditing experience fun, fast, and faultless, so it's no longer something your employees dread, but a vital tool to help them reach their full potential.
Using recommendations and guides from DMG Consulting, we've created a checklist of the most common situations your CSRs will handle. Bear in mind, this is just a template so it may not cover every eventuality, but that does mean you can easily customize it to fit your call center like a glove.
So what is Process Street?
Process Street is super-powered checklists. It’s the easiest way to manage your recurring tasks, procedures, and workflows.
Create a checklist template and run individual checklists for each member of your team. You can check tasks off as you work through them, set deadlines, add approvals, assign tasks, and track each team member's progress.