One major advantage Unique gives the growing number of public libraries who partner with us for call center services is the quality assurance we apply to our interactions with patrons. In many ways, QA is the secret to the excellent, in-depth service we provide for MANY libraries at once. In this series we’re spilling the beans on our QA secrets.
In PART 1 we discussed our hiring and training strategy. Every Unique representative is trained in both library service and the specialized skills of virtual communication, because service over the phone is very different from service in person. In this post we will look at two more QA secrets: monitoring and coaching.
All phone calls handled at Unique are recorded and all live chats are transcribed so that our full-time Quality and Training Experts can evaluate them for 15 elements of outstanding virtual service (detailed below). In addition, recordings and transcripts are available 24/7 for our clients to review and give feedback.
Most library employees probably wouldn’t enjoy having their phone calls monitored and critiqued this specifically, but our team knows it comes with the territory and is totally comfortable with this process of ongoing evaluation.
Quality assurance scores and client feedback are incorporated into weekly one-on-one coaching sessions, where trainers and representatives meet for individualized instruction and practice.
This focused offline time allows the trainer to share encouragement with the rep as well as opportunities for improvement and to train the rep on any upcoming policy/procedure changes being implemented at particular libraries.
At this point you’re probably asking, “So, what are these fifteen elements of outstanding virtual service?” Here they are, in roughly the sequence they occur during an interaction. Remember, such careful management of the conversation is necessary because in the virtual context our words are our only tools, whether spoken or typed.
- Greet the patron in an energetic and friendly manner
- Offer assistance and express reassurance or sympathy if needed
- Verify relevant patron information
- Listen and clarify as needed
- Explain policies and procedures clearly and concisely
- Maintain control of the conversation
- Project confidence and competence
- Show respect (courtesy, empathy, rapport)
- Maintain proper tone (warmth, interest, energy)
- Accurately follow policies and procedures
- Efficiently execute procedures and corresponding software tasks
- Show ownership of the patron’s need (their need is your need)
- Summarize actions taken and any next steps
- Offer additional assistance
- Close the interaction with gratitude and a positive farewell phrase
Unique exists to help libraries thrive, and our special combo of call center infrastructure and customer service expertise allows us to bring unmatched focus, transparency, and quality to the virtual interactions we handle for our library clients.
Your library gets thousands of incoming communications a year from patrons, and they cumulatively form an impression in patron’s minds about how easy and pleasant (or difficult and frustrating!) it is to interact with you.
NOW is the time to get serious about a creating the best possible experience for your virtual users. Contact us today for a FREE consultation.