Your sales agents not only need to be well-versed in your products and services, but also have a solid grasp of customer service skills.
Still, competition is brutal out there. It's no longer enough to merely offer a great product at a good price, or provide stellar service; your agents need to master creating those "wow! moments."
Equipping them with the best tools, strategies, and information, though, will ensure they go into every call with complete confidence.
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 agents 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.