Why eCommerce companies choose TransMon for Call Center Quality Monitoring?
According to new figures from IBEF Research released in April 2021, the eCommerce industry in India is expected to post a CAGR of ~27% b/w now and 2024. India’s eCommerce order volume increased by 36% in the last quarter of 2020 and despite depressed consumer spending, economic slowdown and uncertainty created due to COVID-19, e-commerce players are expecting strong sales growth in 2021. Online grocery, e-pharmacy and social commerce are expected to see a bulk of the action in 2021. Growth in order volume in-turn means increase in volume at the Customer Service desk. eCommerce companies are adopting new-age customer communication channels, (email / chat / automated bots / and of course voice channels) & are interested in evaluating transactions to unearth actionable information. It has never been more important to understand the ‘Quality of Customer Service’ being delivered to eCommerce customers by Call Center executive. TrasnMonqa, interviewed +30 Senior professionals, (in March 2018 for the first time & is continues to follow this practice on bi-annual basis) to gather a list of key challenges that eCommerce customer service teams are facing, w.r.t., auditing / monitoring ‘Quality of Customer Service transactions. Here’s the list of major challenges that we have solved for eCommerce Customer Service industry through TransMon – A quality monitoring product with +60,000 daily users.
- Helped them institutionalize an auditing process that Correlates CQ, CSAT, Sales & AHT – Business goal alignment
- Helped them reduce Learning Curves of staff
- Helped them bring visibility & control around Feedback & Quality of Coaching
- Helped them build ‘Voice / Video coaching’ feedback process – key element in ‘work from home’ scenario
- Automated Reporting – Removed manual effort & errors
- Automated Calibration processes b/w Outsourced partners & Internal teams
- Helped them build an un-biased, Risk Rule based Sampling logics
TransMonqa team is sure that you would be interested in understanding how we did it. Please write to us at hello@wyzmindz.com or call us at +91-9999-61-9993 for a demo.
