{"id":11232,"date":"2021-11-18T10:30:44","date_gmt":"2021-11-18T09:30:44","guid":{"rendered":"https:\/\/icr-evolution.com\/blog\/mantener-la-calidad-del-servicio-de-forma-remota\/"},"modified":"2021-10-14T18:21:48","modified_gmt":"2021-10-14T16:21:48","slug":"high-quality-service-standards-working-remotely","status":"publish","type":"post","link":"https:\/\/www.icr-evolution.com\/en\/blog\/high-quality-service-standards-working-remotely\/","title":{"rendered":"Keeping high-quality service standards when working remotely"},"content":{"rendered":"

Companies have a considerable number of departments that are in touch with customers; however, in these times in which physical customer service is so limited (although it seems that the Covid is under control, we still have to continue taking care of ourselves), customer service teams working remotely are the solution, and this is managed from contact centers.<\/strong><\/span><\/p>\n

When we talk about a contact center, we refer to that centralized area of the company from which all communications with customers are managed and coordinated<\/strong> (by phone, via email, chat and social media)<\/a>. In most cases, the contact center is part of the company’s CRM strategy<\/strong> (Customer Relationship Management) and is integrated with specialized software that allows coordinating all these communications and efficiently monitoring all processes (here is where we enter the game!<\/a>). For all these reasons, the contact center is considered a key element in a multichannel marketing strategy.<\/p>\n

Contact centers have earned an important place within companies and have helped them improve their service, as they give customers the opportunity to solve any questions remotely. And what seemed like something temporary has undoubtedly come to stay, so offering a quality remote service is essential.<\/strong><\/p>\n

If you still have questions about how to manage this avalanche of inquiries through different channels, take a look at this free eBook about Customer Journey<\/a> that will be of great help.<\/em><\/p><\/blockquote>\n

Service quality<\/h2>\n

As we already know, the quality of the service is one that is defined and implemented to guarantee full customer satisfaction<\/strong> so that they continue to purchase our products or services.<\/p>\n

In order to ensure that the customer is provided with a service with the highest quality degree, it is necessary that there is a department specialized in quality control that will detect existing problems and seek solutions to correct them. Write this down as a pending task! <\/strong>If you are not yet auditing your customer service you should do it ASAP in order to identify areas for improvement. This is one of the most important parts as you will get first-hand information for your area and for the entire company. Don’t waste this opportunity!<\/p>\n

One of the great challenges of ICR Evolution<\/a> is to be able to offer a service that allows us to satisfy the expectations of our clients, for this reason we are always up to date on contact center trends and we implement them in our software.<\/p>\n

Service quality is a concept that comes from the definition of quality itself, understood as satisfaction of customer needs and expectations<\/strong>. We must bear in mind that customer service is a source of profit and loss, since it depends on it to obtain good results in your business.<\/p>\n

To keep a good service quality you need:<\/h2>\n