Extent And Quality Of Customer Communications As Decisive Criteria
almato refers to increasing demands on the staff of Tubingen, the April 19, 2011 several recent studies show the growing importance of customer service and communication for the decisions of consumers. Fast and competent information consumers by companies, to provide service and information in consistent quality across many channels offers accordingly. Raise the demands on the staff that can be met only through continuous coaching and intelligent quality monitoring according to the almato GmbH however. Optimized processes, modern communication and information technology, trained staff and a good integration of the service into the company are provided high-quality customer service. Serves as a clip that holds together all the elements the quality monitoring which only through modern IT support plays out its strengths and with the coaching of staff hand-in-hand “, explains Peter s. Hall, Managing Director of almato GmbH. monitoring and coaching are often separately considered.
The integration of both offers but far more than the sum of both parts. Here, coaching is the best way to lead agents successfully, and to motivate better performance. The monitoring system identifies the Coachingbedarf precise and measures the progress.” The German Institute for service quality has recently investigated the customer service of the German electricity supplier. It examined the service of 41 regional and nationally active electricity supplier with 1,300 contacts via telephone, Internet and E-Mail through its paces. As one of the biggest criticisms, the testers in addition to the poor answering of E-Mails identified the partly very long waiting times in the phone queues.
The tester also criticize the friendliness and the intelligibility of the telephone customer service staff. In addition, a recent study by the GfK proves that consumers increasingly express the desire, for example, by means of life-chat advice to Products and services to get. Therefore, over 13 per cent of German customers online shopping wish to be able to ask questions directly and immediately. Also, the demands on the services and skills of the staff increase according to almato. With modern coaching company provide individualized training, objective feedback and all necessary information their agents to achieve the best results. Ideally, it is a continuous process, ranging from evaluating the situation, correction by training, the motivation to improvements. Good team leader know how effective is coached. Lacking but too often on the right tools and time fully to can you engage”, as Peter s. Hall. The solution lies in integrated quality assurance and eLearning solutions for contact centers, so coaching and quality monitoring in one.” About almato: Almato GmbH offers innovative solutions, the customer service center in the location put out every single customer contact to achieve optimal results. The focus of business activities is the distribution and the demonstrably successful implementation of software solutions for real time interaction management, quality monitoring, pure voice recording, e-learning and customer satisfaction survey with integrated analysis and reporting tools. While almato acts as a full service provider. Contact: almato GmbH Thomas Geiling Wohrdstrasse 5 72072 Tubingen eMail: phone: + 49 (7071) 79569-0