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 centers are looking to sell. How do you get your associates to do this the right way without having your quality drop?
In Episode 43 of the Geek!, we introduce the concept of the "ERQ" which stands for "End Result of Quality" and is how we make sure that all sales are done the right way in our call center.
We also look at all the key KPIs you need for your sales programs bit it inbound or outbound.