Adherence is a term essential to call centers that refers to the degree in which customer service representatives stick to guidelines and follow set practices. Adherence in a call center setting is important in order to ensure customers receive consistent service across all channels, from phone calls to emails. It’s also necessary for managers to track and measure employee performance.
At its core, call center adherence is about following customer experience procedures, making it easier for customer service reps to adhere to policies and business processes when interacting with customers. For instance, by adhering to scripts and predefined responses, reps can save time and provide better quality assistance. Doing so also allows organizations to measure the consistency of their service delivery, ultimately helping them improve their overall client satisfaction scores.
More Adherence Resources for Call and Contact Centers
Simplify and strengthen how you manage risk and address challenges of the TCPA, CFPB, STIR/SHAKEN, and other regulatory considerations.
Outbound call center compliance refers to the process of ensuring that your outbound call center is compliant with all applicable laws and regulations. This can be a complex and daunting task, as there are a variety of federal and state laws that regulate outbound call centers. The landscape of compliance is always changing, so it is important to stay up-to-date on the latest developments.
Many of these transactions involve the callers providing their information over the phone, which requires Adherence. With data breaches and third-party sellers being a known issue, people can be wary about giving out their information over the phone.
A study performed by Google found that 61 percent of mobile users call a business when they are at the purchase phase of the buying cycle. Other studies also show that the number one reason phone calls are made to banking and financial services is for billing questions. It’s the second most common reason for calls made to internet service providers. Even about a fourth of calls made to healthcare providers is for billing-related questions.