Customer satisfaction determines the roadmap to success.  A famous quote states, “Satisfaction is remembered long after the price is forgotten”. That’s why  it is so  beneficial for any call center business  to not only acquire new customers but to retain its existing customers by always  providing complete satisfaction.  

So, to always provide customer satisfaction, a BPO process needs to focus more  on customer service representatives for the company.  A representative’s performance decides the level of customer satisfaction. Reports show  that 48% of  BPOs around the world lack in providing a satisfactory experience to its customers. A satisfied customer will always return, promising more profits to the company. Likewise, a poor customer service experience can cause a customer to stop doing business with a company, in a heartbeat.

That being said, it becomes very crucial for BPO processes strive to receive a  good CSAT score for  each and every interaction between agents and their customers.  A quality monitoring tool plays a vital role in obtaining consistently good customer satisfaction scores.

Quality monitoring tools help  to analyze  a  representative’s  performance for all the parameters required during a customer interaction.  QEvalPro is one such quality monitoring application, which allows streamlining the processes of a BPO,  from top level management to agents. It also helps agents  working remotely, during  this situation of pandemic, to stay afloat with the work from home resources and scenarios. There are several areas where QEvalPro helps to enhance customer satisfaction through its various equipped features. Some of these include-  

• Dynamic Architecture– To meet the diverse requirements of every client, QEvalPro is designed so dynamically that one can add multiple representatives, quality analysts, and supervisors, as per the requirement thereby assigning hierarchy to them. One can also add other partner office representatives so that a supervisor can monitor everyone’s performance under one tool and draw conclusions for giving better customer experience. 
• Customizable Evaluation Forms– The application includes evaluation forms to be filled in by the quality analysts while reviewing the performance of the representative.  QEvalPro also allows the clients to design their own evaluation forms, tailor made for a specific , interaction guideline. This helps companies  acquire  decisive analysis from  the evaluations so that  representatives can better  serve  their clients.   
• Training Environments for Representatives– There are training modules designed and built into the evaluations forms, so that representatives can get training to  improve a skillset for overall or specific parameters set for each evaluation. If a quality analyst finds a representative is performing below the desired mark in  an evaluation, a training session  can be arranged within the QEvalPro tool for the representative to get the training needed for improvement. .  
• The Analytical Dashboard– The QEvalPro tool includes a dashboard for all individual user roles defined within the application. The dashboard keeps every user role informed about his/her processes by using statistical data. The multiple graphs and charts present on the dashboard display the current progress for each user and user role. For example, supervisors are able to oversee to control some alarming situations, such as low performance given by representatives.  
• Reports– There are multiple reports generated under QEvalPro based upon various processes within a call process organization. These reports prove highly useful to analyze the processes and progress within the campaign. Results show, accurate and insightful reports help pin point problem areas in order to resolve issues and quickly make the appropriate changes in order to maintain a proficient and successful call center.