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| Knowledge Creating Value |
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Effective quality programs must be highly customized and account for
an organization’s subtleties as well as its unique products, services, and
customer base. Targeting and balancing these key elements in a continually
changing business environment creates sustainable quality programs. These programs
are critical to an organization’s customer experience and ultimately the bottom line.
Evaluate Phone, Chat, and Email
Sage Advantage opens the door to higher quality visibility by providing reliable, accurate analyses at multiple levels within the call center. Sage Analytics™, our proprietary quality analysis system, allows for feedback and analysis to be targeted to multiple audiences within the contact center. Contact center agents/representatives receive evaluations with constructive and positive feedback as well as comparative analyses to give them the information they need to continually improve service.
Supervisors and managers can access critical real-time quality analysis with the ability to quickly review their center, group or agents’ quality performance as well as directly access Sage Advantage Dedicated Quality Team.
Empower Your Center with A Dedicated Quality Team
Sage Advantage has Dedicated Quality Teams for the majority of our client contact centers. This approach provides a high level of in-depth knowledge and expertise, allowing highly customized quality programs. Sage Advantage takes a true partnership approach to creating and managing quality programs for its clients. Through the entire process of quality program design, implementation, and ongoing operations, Sage Advantage works hard to seamlessly integrate with your team, processes, and technology.
Implement a Quality Strategy; Not Just Transaction Monitoring
Sage Advantage implements key service quality practices, including:
- Establishing valid and reliable service performance measures
- Identifying problems quickly and systematically
- Understanding the impact of operational processes on service quality
- Evaluating and measuring customer satisfaction and other
performance outcomes
Call quality monitoring is one of the most effective methods for improving the level of service provided to your customers. Not only does it improve the customer experience — it also improves overall center performance as well as identifying opportunities for advanced training or process improvement while facilitating employee development.
Why Use an Outside Company to Manage Quality?
Benefits of utilizing Sage Advantage quality monitoring.
- Provide more frequent, timely evaluations to customer
service and support representatives
Call center quality monitoring occurs reliably and on schedule with reports available online in real-time. Frequent, detailed evaluations provide representatives with consistent input, measurement, and guidance for skill development.
- Dedicated Quality Team
A dedicated quality team with in-depth training is specifically focused on your company and customers’ experiences and directly accessible to provide expert leadership to you and your team.
- Objective Unbiased Evaluations
Often, internal quality teams are comprised of staff that may know agents on a personal level or have other potential biases, which may affect scoring. With Sage, agents and managers enjoy unbiased evaluations provided by our dedicated quality teams.
- Significant Cost Savings
Our hosted technology along with our expertise and efficiencies developed over years of experience result in considerable cost savings for our clients.
- Gain third-party expert perspective on your operations
Sage quality analysts and managers draw on their extensive experience to provide new insights into your service quality.
- Improve coaching and training effectiveness
Build your service-oriented culture agent by agent with specific, actionable analysis and recommendations for change.
- Gain customer insights that influence future strategies
Reporting includes both quantitative and qualitative information providing new understanding of your service quality. Improve customer acquisition and retention while setting a clear path for improvement.
Contact Sage to learn how we can help your organization manage service quality.
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