What is a Quality Call?

Quality Call: A quality call is nothing but a conversation with the customer in such a manner that it covers all the quality parameters and guidelines. Here we have to keep in concern all the parameters during the call as by this only we can improve our quality scores. It is of utmost importance as when we complete our targets we also have to be above an average quality score to qualify for an incentive. Quality not only improves your calling skills, it also improves your personal communication skills, as you will find a difference between your communication as before following the parameters and after following the parameters. In the Past days it was not like that every call centers are having any guidelines or rules for parameters. but nowadays, it is officially announced that every call center has to follow the quality guidelines, as in the past days everybody used to speak in a very rubbish language as the customer was feeling irate with the call . So that's the reason now in the modern world of science and technology every thing has changed. Now below we have mentioned a quality parameter with marks allotted which we need to follow during every call, if any of these thing not followed you can lose marks which can lead to affect your performance in quality. If you are a good executive also who always achieve up to or over their target then also if you are not taking a quality call, you are not eligible for the incentives. So please view the quality marks content here.

Parameters with the Marks Content in them:
Part - I (Opening)

Assumptive Opening/Formal Opening -- 4
Greeting(Good Morning, etc.) -- 3
Introduction of Self and Company -- 6
Confirming that the receiver is customer -- 4
Intimating that the calls are being recorded -- 4
Stating the purpose of the call -- 4

Part - II (Product Knowledge)

Gives correct information, No Misleading statements -- 6
Educating the customer about the product -- 9
Exhibits good knowledge of policies and procedures -- 4

Part - III (Customer Executive Skills)

Call Control is with the Executive -- 4
Exhibits negotiation skills as per customer profiling -- 6
Creates urgency about the need towards the product -- 6
Demonstrates Listening skills & Empathy -- 3
Displays Enthusiasm -- 3
Maintain Professionalism -- 6
Follows Hold Procedure -- 3
Language fluency and Flexibility -- 3

Part - IV (Closing skills)

Strong Closing and Summarizing the call -- 3
Uses Proper Closing Script -- 3

Part - V (System Knowledge)

Screen knowledge and screen protocol -- 3
No Fake Remarks -- 6
Correct Call Documentation/ Disposition -- 4
Asks for alternate/contact/reference no. -- 3

Now here we have completed with the marks allotted to each parameter of the call which is need to be taken in concern while taking a call. Don't miss any type of parameters here, as you will lose marks for that. You need to score at least 80% or above marks for a fair call, 90% and above fora good call, 100% for an excellent call. So its your choice where you want to be, just give your best on the call. Thank you!