No matter what type of Contact Center you are operating, there is always some aspect of sales. Customer service centers are looking to upsell and cross sell, outbound center are looking to sell. How do you get your associates to do this the right way without having your quality drop?
Almost all internal call centers fight with the concept of interdepartmental mingling. The finance guys need the sales numbers to be X while the customer service executives need quality to be Y. This is a constant struggle in a lot of centers. How do we meet the demand of a sales quota with keeping our service and quality metrics above bard as well?
Most call centers that has a sales aspect does some sort of commission, proficiency or incentive to reward sales in the center. Sometimes associates do anything they can for that sale to make a quota or sales goal leading to low quality sales and sales that have a high cancel and low stick rate.
We at Expivia have gone way with using the word “Sale” in our call center for both our inbound and outbound programs. When it is used it actually has a negative connotation.
We use a different term. ERQ.
ERQ stand for End Result of Quality. On sales programs ERQ is the end goal. It means our associate did what the real prose of the call was in any high quality contact center, they secured a sale the right way. What is the “right way”?