Gold Service Award Presented
Yesterday afternoon, Intelligentics was proud to award the Customer Service team at Premier Communications for providing a Gold Level service standard across the year 2020.
So, Your Company Wants to Start Call Recording?
When the team at Intelligentics began assessing our client's phone calls, it was the early 1990s. How different things were in the early days of doing Quality Assessment (QA) of calls between clients and their customers. Back then, we often used high-end cassette recorders plugged into a phone jack in the client's utility room. From cassette tapes to voice-activation, to…
You are Not Your Customer
Our Intelligentics team was recently coaching a client's customer service agent for the first time. She exemplified one of the common struggles we encounter in our assessment and coaching of front-line agents. She thought that her customers were just like her. Most people don't stop to realize it, but we all tend to let our egos assume that we are…
Five Common Problems of Internal QA (and How We Solve Them!)
When it comes to call monitoring and Quality Assessment, most companies assume that it's cheaper and easier to do in internally than hire a third-party to do the call analysis, reporting, and coaching for you. What they don't often consider is the common problems that come with internal QA programs, and how a provider like Intelligentics makes a lot of…
“Not Applicable” is Definitely Applicable
When auditing a quality assessment scale or QA scorecard in call centers, I commonly find that there’s no allowance given for an element to be “not applicable” (NA). For those experienced in quality assessment, this may seem like basic common sense, but my experience has proven that it is a frequently overlooked element when scoring or analyzing phone calls. If you’re…