From back in the early days to till date, call centers operate on zero errors margins. To ensure complete satisfaction of results, call centers imply stringent measures to maintain the proficiency at every level of operations and services such as call monitoring, call evaluation, digital recording, customer satisfaction (CSAT) & service level agreements.

Call center management employ several draconian steps to step up the productivity and quality. This improvement ladder consists of several rungs at various layers which eventually lead to better results and success for clients’ projects.

• Monitoring Calls & Digital Recording: The process is used to analyze the calling skills of an agent. Though, call centers have taken up a new cutting edge technology for quality assurance which is Digital Recording. It’s a package of software and records all the call an agent makes. The report is in the form of a data sheet of needed improvements and performance caliber.

• The Model of Call Evaluation: This framework comprises 9 testaments to improve, gauge and increase the call quality and must for every Consumer Support Representative (CSR).

• Honesty & Friendliness: Working in a BPO isn’t easy. Mounting pressure and grilling schedules can make anyone sidestepping which could ruin millions of money and tons of efforts. So, honesty is still and will ever be the best policy. Fakeness in behavior and speech of call center agent is a big NO. Callers look for friendly behavior and understanding rather than make- believe or sympathy.

• Attention: Customers are the biggest and most precious assets of any company. A CSR should be emphatic to them and not just do merely talking. This is where we, the human beings are different from machines.

• Interest: Agents should show an interest in whatever their callers are speaking about.

• Memory: A memory loss can make your caller annoyed. After explaining everything, if one has to tell his name again, it could be onerous for anyone.

• Assumptions: Don’t assume as businesses don’t run on assumptions. Let the callers finish and then present a satisfactory response to their queries. Otherwise, it hinders the understanding of real problem or situation a caller might be going through.

• Responsibility: Developing responsibility for causes and their results.

• Call Control: Do the agents take over and lead the talk or lose it halfway and make it pointless?

• Professionalism: CSRs should behave and operate in accordance to company’s ethical and business code of conduct.

• Appraisal: Assessing team of CSRs on the basis of call quality and services can be of a great help. This could not only motivate them but also instill the feeling of healthy competition for better performance.

To improve the management and performance of call center may need cutting edge technology and streamlined resources but the foremost thing is self analysis. A training program should be conducted time to time to deploy guideposts regarding confidentiality, calling or schedule issues and to discover flaws within the team.