Whether your customer support centers are offshore or onshore you undoubtedly have encountered customer feedback that is not overly enthusiastic about the “congeniality” or “speaking skills” of your agents. In fact, many call centers have experienced the similar responses from their customers. If you are like many customer support clients we have worked with, you have tried multiple approaches to improving customer perceptions of your agents, but so far nothing has stuck. You might have invested much on your customer service training, but nothing has yielded the way you like.

Our Communication ClaritySM program is a multi-dimensional and holistic approach to improving (call center) agent effectiveness. It is designed specifically to benefit customer support solutions by making rapid, long lasting impact on interactions, and addressing the root source of agent clarity, comprehension, rapport building, and professionalism. By applying our selection tools, dynamic training, and innovative monitoring approach, your customer support agents will overcome the four critical hurdles to clarity, and maintain that focus for the long term.”

We apply the proven formula of success to customer support services. At the heart of our approach is the CLEAR voice™ audition system. This tool quickly identifies the communication ability of candidates you are considering for hire. This way you hire only the efficient call center agents. It also proves productive to your existing customer support staff. When using the tool to assess existing employees the output forms the basis of a rapid improvement program.

Our Communication PRO™ training program is designed to take the pinpoint output from CLEAR™ and translate it into a step-by-step process that guides customer support agents and newly hired trainees to quick improvement of their communication ability. Improvement is sustained through ongoing assessments that give constant feedback on progress. The process alerts communication coaches when someone seems to be struggling with interaction clarity.

Progression of Clarity Efforts

  Early 90’s: Accent Neutralization

• Located sites in “accent neutral” cities
• Used extensive phone interviews to eliminate applicants
• No scalable strategy for expanding agent requirements
  

  Late 90’s: Accent Reduction

• Offshore efforts gave way to methods, techniques for “hiding” accent issues
• Cultural barriers addressed through training
• Realization that accent is not the only communication issue
  

  Early 2000’s: Accent Mitigation

• Efforts in reducing accent diminishes
• Emphasis placed on pleasantries, rapport
• “Scripted” training yields minimal success
• Clarity improvement seems stalled
  

 Today: Quality3’s Communication Clarity

• The only program designed to address multiple dimensions of clarity needs
• Features a revolutionary tool for assessing voice quality
• Changes the way agents and customers interact
• Brings sustained clarity to the interaction process
  

Our programs have created many success stories across call centers, helped many customer support agents to improve their skills and landed many satisfied customers globally. Because they look for solution into your problem from the very beginning of the process.