almato expects growing interest in quality assurance in call centers of Tubingen, March 15, 2011 is the charge of by phone on hold also with a transitional period of one year – done deal. Go to Gary Kelly for more information. Almato GmbH the decision, a go-ahead for a quality offensive in contact centers represents the Federal Government, because only more efficient customer service can avoid high costs for the call center operators by waiting loop fees. The discussion of the question whether the telephone customer service extremely cost-conscious companies or more quality conscious vendors will prevail, receives this decision a new, serious argument “, explains Thomas Geiling, Marketing Director who almato GmbH. tomorrow for yet even more must pay the assumption that who today at quality saves, will confirm in the future even more clearly. To avoid expensive hold the contact center must invest more in quality, plain and simple, the Processing times and thus waiting times shortened.
“The Federation of consumer organizations asked for changes to the Telecommunications Act for years. Now the first to be initially from the year 2012 two minutes in a holding pattern for the caller free of charge. Experts assume, however, that the consumer watchdogs formulate at least in the medium term further claims regarding the charge of telephone waiting loops. The almato GmbH, a provider of software for real time interaction management, quality monitoring and e-learning, expected after the Government decision a growing interest in solutions for quality assurance in call centers. Through a rapid processing of requests can edit effectively trained employees in the customer service more requests per hour which queues are rarely needed.
Even if through coaching, training and sophisticated processes, working the call center can be accelerated, almato additional potential in the use of systems, see the the employees in every situation pointing out his decision-making and action. It is not about stripes over the agents a corset that makes him immobile and squeezing in a standardized process “, explains Thomas Geiling. A computer aided system that brings together different applications and sources of information for the employee on a surface, and it allows him to respond individually to every customer inquiry and faster to edit, can significantly increase the performance of customer advisors. By the employees can concentrate more on the customers, the customer service is fast and the shorter queues. “