Our new competition aims to recognise and promote innovations in contact centre QA which lead directly to better experiences for customers.
Best entry wins a £1,500 Merida pro road racing bike
Birmingham, 19th June 2013 – Infinity CCS, a global provider of contact centre technology solutions is proud to launch its first ever “Be The Best” Contact Centre QA Competition. Two prominent figures from the contact centre industry, Jonty Pearce of callcentrehelper.com and Ann-Marie Stagg from the CCMA (Call Centre Management Association), have kindly agreed to act as judges.
The competition aims to find the UK’s Contact Centre Quality Champion. The winner will receive a Merida pro road racing bike worth £1,500, which they can keep, share with their team or give away as an incentive. In addition Infinity CCS will give away a day’s consultancy with one of its QA experts and up to £20,000 of its QA software to help the winner further improve and automate quality in their contact centre.
Entries are welcome from any UK and Ireland contact centre with over 20 seats. All entrants have to do is submit a few hundred words detailing how they improved a QA process in their own centre, or outline a QA improvement idea they’d like to implement.
Carl Adkins, founder of Infinity CCS said, “Every year call centres get better and better but plenty of customers still complain about the experience. They want to get to speak an agent faster; they don’t want to be passed around; and they want their problems solved in one call. It is the QA team’s job to measure these metrics and keep improving them.”
“Our new competition aims to recognise and promote innovations in contact centre QA which lead directly to better experiences for customers. So if you think your contact centre is a Quality Champion, and you think it’s about time your QA people got some recognition, head to our website and nominate your company.”
To nominate your QA team for the competition, request an entry form at www.infinityccs.com/bethebest.
Infinity CCS is giving away a bike in recognition of Sir David Brailsford’s idea of ‘continuous incremental improvement’, which he used to take British cycling to the top of the world. This is a philosophy which Infinity CCS helps its own clients apply in their contact centres.
Infinity CCS’s QA software allows users to improve quality while automating many processes and making them more efficient.
Entries will be judged by a panel including Infinity CCS’s Carl Adkins, along with Jonty Pearce, Editor of callcentrehelper.com and Ann-Marie Stagg, Chair of CCMA.
The closing date for entries is 31st July 2013, and winners will be announced at the end of August.
Jonty Pearce, Editor of callcentrehelper.com added, “Quality Assurance, which covers call monitoring, performance management and compliance, is a huge challenge our readers face every day. For that reason we are delighted to help Infinity CCS promote the issue and perhaps uncover some innovative new methods from which we can all learn.”
Ann-Marie Stagg, Chair of CCMA, said, “I’m especially looking forward to seeing how companies are innovating to meet increasing compliance requirements. Even in non-regulated industries our members are more and more conscious of the need to meet the highest quality standards, so it will be interesting to get more of a feel for the latest approaches being taken.”
For further information: www.infinityccs.com
About Infinity CCS
Many of the world’s leading outsourcers and blue chips use the Infinity Contact Manager (ICM) software platform to manage customer contacts while reducing cost-to-serve. ICM capabilities include: Rapid CRM with Unified Agent Desktop, Contact Management & Scripting, Knowledge Base and Agent Knowledge Assessments, Performance Reporting & KPI alerts, Agent Quality Assurance & Timesheets, and Predictive Dialling & CTI. These modules can be deployed as individual point solutions or as a fully-integrated platform. Infinity CCS uniquely guarantees a 20% performance improvement on new software installations.
Press Contact: Jane Moores/Sally Minchin TTA Communications, 01225 580214. E-mail: firstname.lastname@example.org twitter:@ttacomms
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