Why do call centers use courtesy calls?

Why do call centers use courtesy calls?

How and why do call centers use courtesy calls? Can you provide some examples of courtesy calls? Are those calls monitored for quality as other calls would be?

    Requires Free Membership to View

    Login

    When you register, you'll begin receiving targeted emails from my team of award-winning editorial writers on the latest customer relationship management (CRM)and call center technology issues today. Our goal is to keep you informed on the hottest issues facing this fast-changing industry.

    Hannah Smalltree, Editorial Director

    By submitting your registration information to SearchCRM.com you agree to receive email communications from TechTarget and TechTarget partners. We encourage you to read our Privacy Policy which contains important disclosures about how we collect and use your registration and other information. If you reside outside of the United States, by submitting this registration information you consent to having your personal data transferred to and processed in the United States. Your use of SearchCRM.com is governed by our Terms of Use. You may contact us at webmaster@TechTarget.com.

Enterprises make outbound courtesy calls for numerous reasons, such as to confirm appointments, remind customers that a payment is due, or as a follow-up to ensure that customers are satisfied with their products or services. A "loyalty" call is another type of courtesy call where an organization calls customers to make them aware of special programs such as sales and special marketing programs or events, or to acknowledge their birthday or membership anniversary. A third courtesy call category is "welcome" calls, where an organization calls out to new customers to welcome them and explain their offerings. Courtesy calls are a proactive way for enterprises to reach out to their customers, reinforcing customer value and building customer satisfaction and brand loyalty.

Quality calls are those that have been evaluated by a supervisor or quality assurance analyst and have met most, if not all, of an enterprise's established quality monitoring (QM) criteria. QM evaluation criteria typically address the following for agents:

  • Communication and problem resolution skills
  • Product, procedure and system knowledge
  • Verification skills
  • How well agents meet compliance requirements
  • Ability to properly address call mechanics (call open/close, hold and transfer procedures)
  • First call resolution rates

    To ensure service delivery excellence and provide a consistent customer experience, a percentage of all call types – inbound, outbound, service, sales, collections and courtesy calls – should be subjected to the QM process.

    • This was first published in March 2008