Overview of the Ensure Call Quality Management
Most companies struggle to gauge how effective
their call centre actually is. Ensure is a unique service
that provides an independent, scientific view of your customer's
interactions with your call centre.
Ensure provides an independent external view
of your organisation.
By using Ensure, you are able to get a clear
view of your customer’s experience, identify bottlenecks
and quality issues. Potential risks areas are identified and
training needs identified
The Ensure team will contact your call centre
using the pre-defined call scenarios. Call scenarios test
whether your business is geared to manage and appropriately
handle the calls and ensure that the correct levels of customer
service is provided.
A sample of calls that statistically represents
the caller population is calculated. Using a calling schedule
designed to ensure an even distribution of calls, the Ensure
team makes contact with the call centre.
The Ensure team consists of specially trained
Auditors who are trained to present call scenarios to the
call centre, as a typical caller, and hen accurately and objectively
record the outcomes. The results are collected and weighted
using a balanced score card.
Monthly reports are generated detailing
the customer experience results. The reports cover Call Quality,
Service Efficiency, and Service Accessibility.
Ensure is excellent in managing the SLA's
between outsourced call centre service providers and their
client. Too often SLA's between an outsourced call centre
service provider and the client are focused on numerical performance
metrics and exclude a clear measure of conversational quality.
Callrica provides an independent external view of the outsourced
call centre service provider’s performance by measuring
the quality of service provided.