Customer support service

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There are several significant points in her work that will be of interest to quality control specialists:

How clients are transferred . Often they are simply transferred to support, without bothering to properly transfer contact information and all documentation on them. This affects the quality of the company's work as a whole, increases the flow of complaints. The role of the QCC is to develop effective regulations and constantly monitor their implementation.

Improving the CRM system . The thailand business email list quality control department conducts a CRM audit and sends its suggestions for improvement to the support department.

Regulations, instructions and other internal documents . As the company develops and new technologies are introduced, these documents need to be changed and expanded. The quality control department has a complete picture of what is happening and can quickly intervene and take action.

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Claims Department
The quality control department operates in two directions:

Studies the reasons for customer requests. After all, a claim is not just a customer's whim, but the result of a certain sequence of actions by company employees. Each claim must be investigated with the participation of the QC.

Improves regulations and scripts. This is done based on the results of the investigation of claims. The goal is to eliminate repeated appeals on the same topic.

Call center
Here everything is similar to the sales department, the quality control department pays attention to the same aspects:

speed of response to an incoming call;

number of missed;

average number of calls in waiting status;

average conversation duration;

average duration of a successful conversation;

conversion (for each individual request and for the entire sales department as a whole);

number of incoming and outgoing calls;

quality of compliance with the script and communication regulations;

labor discipline of employees;

if there are sales by phone - the average check amount.

They can be used to comprehensively assess how effectively the call center operates.

Department of transaction execution
This division prepares documents for customers. The quality control department is interested in:

Transfer of information on clients . If customers are transferred silently (as well as for escorting) and information is lost along the way, then problems are possible.

Communication with customers . If the registration department quickly sent all the necessary documents, but the client still has to wait because other departments do not work so quickly, then the intervention of the QC is needed - help with the development of regulations.