Assuring quality in the call center should be a top priority for any company. Customers’ contact with call center agents can be their only personal interaction with a company, and making a good impression with high quality customer service can mean the difference between a returning customer and a closed account. Here are 17 call center quality assurance tips to up your game.
Rather than chasing around a myriad of subjective indicators of customer satisfaction, decide on a few key factors to measure-- e.g. Average Handling Time (AHT) or First Call Resolution (FCR)-- and dig deeply into this data for optimal solutions.
**In with First Call Resolution and out with Average Handling Time**
By encouraging your agents to self-assess their effectiveness periodically, you heighten their self-awareness in terms of service and reinforce the idea that quality assurance is not just a top-down process.
Agents who expect that monitoring can be happening at any time are more likely to stick to their scripts and remain aware of the quality and effectiveness of their customer service. Rather than monitoring sporadically, make call monitoring the habitual norm in your call center.
Along with monitoring consistently, quality assurance specialists should monitor in a way that is unobtrusive to agents. This will ensure that the data collected during such monitoring is a truly candid representation of the average quality of a call.
**Speech analysis: The future of QA monitoring**
For data to be reliable, it must be collected in a standardized way. Make sure that call monitoring and KPI collection are conducted in a consistent manner to ensure reliable results.
Agents should not have to wonder how they are being evaluated during a call. Standards of quality measurement should be transparent to all parties involved to ensure a fair, productive assessment. An agent who knows how quality is defined is better prepared to achieve it.
Agents should have a predefined process to follow if they feel they have been evaluated unfairly or that their evaluation is not representative of their day-to-day quality. Allow agents to seek a second evaluation if they feel the first was not conducted with accuracy.
Evaluations should amount to more than a pat on the back or a wag of the finger. They should be designed to collect data in a way that leads to a continual process of coaching and improvement.
**4 die-hard call center coaching tips to hold everyone accountable**
Although call centers can certainly maintain internal teams or individuals to monitor quality on an ongoing basis, it is essential that they also solicit feedback from an outside source. Free from internal bias and uninfluenced by goals or allegiances, a third-party quality monitoring service can provide a uniquely accurate and fact-based assessment of call center quality.
To ensure quality monitoring that is fair and reliable, it is necessary for evaluators to meet together and recalibrate their scoring periodically to ensure consistency. Prepare a batch of representative calls and have each member of the quality team evaluate them individually, Then, share and discuss results, referring to the scorecard to find common ground where there are discrepancies.
Agents can begin to feel isolated by their headsets, and managers’ communication can feel scattered unevenly amongst agents. Getting the whole team together to discuss quality (including recognizing positives and tackling issues) means a more unified and forward-thinking team overall.
Assuming you have a well-developed script that everyone is happy with, make sure you have clear parameters defining the extent to which it should be followed. What, if any, portions of the script can be used flexibly or omitted altogether as the circumstances require?
A brief, simple survey conveying the customers’ satisfaction at the conclusion of a service experience can give valuable insight into your call center quality. Compiling this feedback in a way that is useful for coaching and training purposes is even better.
**Voice of the customer in contact centers and why yours may be failing**
Quality assurance should not exist in a vacuum. For agents to value the process (and not resent it), it should be part of the bigger picture of ongoing training and coaching opportunities. This training should be conducted collaboratively and meaningfully, not punitively.
Learning by example can be very effective, and agents can be reminded of what high quality customer service looks/sounds like by revisiting a stellar example of it.
**The secret to training a multi-generation call center**
Make sure quality assurance is a tool used not only to spot problems, but to recognize excellence. Reward agents for a job well done and they will be motivated to keep striving for success.
**6 easy and creative call center rewards and recognition ideas**
For in-house quality monitoring, management should carefully select an individual or team who will conduct the process with integrity. Managers have enough on their plate without having to be quality monitors, too.
**5 factors harming the quality of your contact center**
There are no one-size-fits-all solutions for ensuring great customer service for a given company. But combining some of these call center quality assurance tips with a well-implemented quality monitoring procedure should be a step in the right direction.
Publish Date: December 8, 2016 5:00 AM
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
|3.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
|5.)||Jointly International Inc.|
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Debt Recover, Collections
PH: +61 7 5660 6284
Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
|How To Improve Your Customer Service With Quality Assurance||June 23, 2017 5:00 AM|
|Benefits Of Using Both CRM & QA Software Together||April 5, 2017 5:00 AM|
|4 Best Practices Of Using QA Software In The Contact Center||March 31, 2017 5:00 AM|
|Boost Your Contact Center QA With PlayVox’s Third-Party Integrations||March 29, 2017 5:00 AM|
|5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving Fans||March 24, 2017 5:00 AM|
|Lowering Inbound Call Volume To Improve Your Customer Experience||March 17, 2017 5:00 AM|
|How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call Center||March 15, 2017 5:00 AM|
|How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVox||March 10, 2017 5:00 AM|
|5 Ways Virtual Agents Can Improve Website Customer Engagement||March 8, 2017 5:00 AM|
|How To Ensure Data Security And Privacy In Your Call Center||March 3, 2017 5:00 AM|