QA feedback should always be done with the intent of helping agents become better at their jobs. Taking a heavy handed approach, or an overly negative tone when providing feedback, will give agents the impression that senseless criticism is QA's only aim.
The greeting is a crucial portion of the call, as it sets the tone for the rest of the interaction. Greetings should be loaded with genuine concern for the caller’s issue, empathy and lots of enthusiasm. Instead some companies feel that greetings are just another place to market their products or services. This approach only shows that the caller’s money, not their satisfaction is what is really important to the firm.
Call center cartoon from www.callcentercomics.com
When properly utilized, IVRs can help control the number of calls that make it to a live rep by offering various routing options, and providing lots of useful information at the customer’s request. It is unlikely that an IVR will be used as it is depicted in this cartoons, but telling people how long the wait time will be is certainly an option available in many systems.
