Inform USA Webinar - Two Sides of The Same Coin: Call Efficiency and Connection With Callers

(1 hour session)

We identified that our Quality Assurance practices were outdated and punitive, resulting in our phone agents sounding robotic and disconnected from the customer. By surveying direct staff and getting feedback from our employees, we developed a renewed quality assurance model to facilitate a natural rapport with our callers while simultaneously being purposeful to promote efficiency and timely results. We regularly calibrate calls as a leadership team to ensure consistency is achieved in regards to expectations of the phone agents. We’ve emphasized the importance of backing away from the data and focusing on establishing a unique human connection with our callers.

Key Takeaways:

• Accomplishing a powerful connection with our callers based on conversations and emphasizing soft skills.
• Creating clear-cut expectations and standards for our diverse set of calls.
• Fostering an environment where we can share our concerns and work collaboratively to achieve the same results.