“Your call may be monitored and recorded for quality assurance purposes …”
We’ve all heard this recording, or something very similar, when placing a call to customer service. You may have even thought, “I hope this &$@*# call is recorded because they’re going to get an ear-full if they don’t fix this once and for all!”
At Centris, there is meaning behind that recording. We are monitoring and recording the calls that come from your customers. For this reason, Quality Assurance is one of the most important departments in our contact centers.
While every Customer Service Representative (CSR) is put through rigorous training before they ever take a call, once they are on the floor, feedback and training continues via call monitoring.
Our Quality Assurance agents, along with Supervisors and Account Managers, audit each CSR twice a week, regardless of their schedule or hours worked. We use a mix of call monitoring methods including live, recorded, and side-by-side calls.
So what are we looking for? A number of things:
- Accurate and Complete Information
- Tone and Manner
- Following Proper Procedures
- Documentation of the Account
- Call Resolution
“We work for Kudos” is what we are about and this motto is highlighted in the call monitoring process. Kudos are awarded to any CSR that does an outstanding job on a call. But it’s more than a pat on the back. We award “Kudos Dollars” and as those “dollars” accumulate, the CSR can “purchase” something from the Kudos Store which includes items like soccer balls, stress balls, coffee mugs and lunch bags, leather notebooks and lanyards.
With this system in place, we are able to spotlight exemplary customer service in real time – every hour, every day. And because of that, we have created a fun, exciting and fulfilling atmosphere for our employees.
The next time you hear, “Your call may be monitored and recorded …” be assured, at Centris, we are listening. And we are taking the time to provide the most informed and motivated CSR, who in turn, is taking the greatest care of your customers.
