Newsroom
- VADS
- Newsroom
- Optimizing Customer Service Quality through Quality Management System (QMS) in the Contact Center
Optimizing Customer Service Quality through Quality Management System (QMS) in the Contact Center
15 September 2023
Contact Center is a vital component in maintaining relationships between companies and customers. Here, customers interact with a company via phone, email, live chat, or other mediums to ask questions, provide feedback, or resolve their issues. In maintaining and improving the quality of customer service, the Quality Management System (QMS) plays a very important role.
What is a Quality Management System (QMS) for Contact Centers?
Quality Management System (QMS) is a structured approach to managing, monitoring, and improving the quality of services provided by a Contact Center. It includes a set of procedures, guidelines, and practices designed to ensure that customers receive a positive experience every time they interact with the Contact Center. QMS for Contact Center aims to achieve several main goals:
1. Increase Customer Satisfaction
One of the main goals of QMS is to ensure that customers are satisfied with the service they receive. By identifying and fixing areas that need improvement, Contact Centers can increase customer satisfaction, which in turn can increase customer loyalty and retention.
2. Increase Operational Efficiency
QMS helps the Contact Center to identify processes that are less efficient or experiencing obstacles. By optimizing these processes, Contact Centers can reduce response times, minimize customer complaints, and save operational costs.
3. Monitoring Employee Performance
QMS allows Contact Center management to regularly monitor agent or operator performance. This involves scoring calls, checking chat logs, and other measurements to ensure that agents are performing according to established standards.
4. Training and Development
Through the evaluation and feedback generated by the QMS, the Contact Center can identify specific training needs for agents. Proper training can help improve agents' skills in dealing with customers and resolving problems.
5. Meets Industry Standards
For some Contact Centers, especially those serving in regulated industries, QMS helps ensure that the company complies with industry standards and applicable regulations. This is important to avoid legal sanctions and maintain the company's reputation.
Implementation of QMS in the Contact Center
The QMS implementation process in the Contact Center involves several key stages:
1. Identify Goals and Standards
The first step is to identify the goals to be achieved with the QMS and establish appropriate quality standards. This could include speed of response, accuracy of information provided by agents, or level of customer satisfaction.
2. Performance Measurement
QMS involves data collection and performance measurement, including call scoring, statistical analysis, and customer feedback. This helps identify areas that need improvement.
3. Training and Development
The Contact Center can identify employee training needs based on the measurement results. Appropriate training will help improve agents' skills and abilities in providing better customer service.
4. Monitoring and Continuous Monitoring
QMS implementation is not a one-time project, but rather an ongoing effort. Contact Centers need to continue to monitor and assess their performance and make continuous improvements based on the evaluation results.
5. Continuous Improvement
QMS also involves a cycle of continuous improvement. Contact Centers should always strive to improve their processes and services based on customer feedback and performance data.
Quality Management System (QMS) is a very important tool for Contact Centers to improve customer service quality, operational efficiency, and customer satisfaction. By identifying areas that need improvement, engaging agents in training, and making continuous improvements, Contact Centers can achieve higher levels of service and strengthen their relationships with customers. In an era where customer experience is the key to winning business competition, QMS is a worthwhile investment.
Related News
26 April 2024
02 April 2024
08 March 2024
05 March 2024
01 March 2024
29 February 2024
27 February 2024
23 February 2024
20 February 2024
16 February 2024
13 February 2024
09 February 2024
06 February 2024
02 February 2024
30 January 2024
26 January 2024
23 January 2024
19 January 2024
17 January 2024
12 January 2024
09 January 2024
05 January 2024
04 January 2024
29 December 2023
26 December 2023
20 December 2023
13 December 2023
08 December 2023
05 December 2023
28 November 2023
23 November 2023
17 November 2023
14 November 2023
09 November 2023
08 November 2023
01 November 2023
24 October 2023
17 October 2023
17 October 2023
11 October 2023
10 October 2023
06 October 2023
04 October 2023
29 September 2023
27 September 2023
26 September 2023
22 September 2023
21 September 2023
08 September 2023
01 September 2023
22 August 2023
18 August 2023
15 August 2023
15 August 2023
04 August 2023
26 July 2023
21 July 2023
04 July 2023
03 July 2023
30 June 2023
09 June 2023
01 June 2023
30 May 2023
26 May 2023
19 May 2023
17 May 2023
12 May 2023
04 April 2023
16 March 2023
09 March 2023
24 February 2023
22 February 2023
14 February 2023
13 February 2023
09 February 2023
31 January 2023
26 January 2023
23 January 2023
19 January 2023
12 January 2023
10 January 2023
06 December 2022
31 August 2022
17 June 2022
09 May 2022
20 April 2022
06 April 2022
01 April 2022
25 February 2022
23 February 2022
21 February 2022
18 February 2022
15 February 2022
11 February 2022
08 February 2022
07 February 2022
04 February 2022
02 February 2022
31 January 2022
17 January 2022
14 January 2022
07 January 2022
03 January 2022
28 December 2021
07 December 2021
01 November 2021
27 October 2021
25 October 2021
18 October 2021
15 October 2021
14 October 2021
21 September 2021
22 April 2021
15 April 2021
13 April 2021
08 April 2021
05 April 2021
26 March 2021
23 March 2021
18 March 2021
15 March 2021
12 March 2021
09 March 2021
04 March 2021
02 March 2021
26 February 2021
23 February 2021
19 February 2021
16 February 2021
11 February 2021
09 February 2021
04 February 2021
02 February 2021
26 January 2021
21 January 2021
19 January 2021
14 January 2021
12 January 2021
07 January 2021
05 January 2021
29 December 2020
17 December 2020
15 December 2020
10 December 2020
08 December 2020
04 December 2020
02 December 2020
18 November 2020
16 November 2020
13 November 2020
11 November 2020
10 November 2020
09 November 2020
06 November 2020
04 November 2020
28 October 2020
23 October 2020
12 October 2020
09 October 2020
06 October 2020
02 October 2020
30 September 2020
23 September 2020
19 September 2020
26 August 2020
22 July 2020
23 April 2020
16 April 2020
09 April 2020
26 March 2020
19 March 2020
12 March 2020
05 March 2020
27 February 2020
20 February 2020
13 February 2020
06 February 2020