Published : December 7, 2020Today, businesses are increasingly competing with each other based on their customer experience (CX). This is why call center performance has become an important business focus that marks the success of an organization.
By reiterating workforce management (WFM) solutions, you can easily allocate resources and make sure that you are all prepared to meet any demand. By putting the right people in the right place at the right time, your business can be sure to deliver consistent service levels.
However, note that agent scheduling and the usual WFM functionalities only cover a segment of the contact center performance. Remember that agents are not identical, so even the same agent can perform at different levels every hour, every day, or every week. This is why you need call center quality management (QM). Quality management gives you the right tools to measure and monitor agent performance. It helps you assess the quality and depth of your customer interactions so that you can improve your business.
Benefits of Call Center Quality Management System
Here are the benefits of installing a QM solution in a call center:
It helps improve customer service:
A QM system can help improve the contact center performance because when an agent receives frequent, constructive feedback, he or she can become well-equipped to convert each interaction into a positive resolution with the customer.
Understanding agent interactions:
Installing a quality management solution can translate into an effective evaluation process for gathering useful data. This data can, in turn, help inform where additional training is required to help agents succeed in their interactions.
Helps improve employee experience:
For every contact center organization, it is important to have a positive image with the customers. A positive customer experience can drive brand loyalty, which makes the customers come back to you.
Improves customer retention:
An automated QM monitoring can help your business evaluate 100% of interactions. This gives you full visibility of how an agent is performing.
How Can Quality Assurance Evaluations Help Improve Call Center Performance?
It is essential to know what you are scoring against when you talk about quality assurance evaluations. You need to clearly define your objective criteria for each aspect of the customer interaction. This especially includes the visibility of the data you need to make quality assessments.
The following essential features of your QM operation will help you effectively manage quality in the call center, ranging from call recordings to agent scripts and more.
Call Recording:
Call recording is the start of the data trail because it directly connects your agents with the customers. Therefore, it’s important to get this right. You need to select a tool that can guarantee to capture 100% of your calls effectively, securely, and reliably. Filtering and searching for the playback of calls using an intuitive interface is important to improve the efficiency of your organization.
You can also consider the other channels that your customers may like to use. If your customers are comfortable contacting you via chat, email, or other such options, you need a tool that can capture and evaluate interactions across all channels.
Calls recording and transcription are having a direct impact on the process of quality improvement. It can boost your efficiency and business operations. Call center workers handle lots of information about many people, so they cannot memorize each detail from each call. The recordings can be used for quality control, new employee training, and other purposes. But listening to all the recordings takes time, which we don`t usually have. And quality audio to text converter comes as a solution. Audext is a highly effective audio to text converter that allows you to get a fast, efficient, and accurate transcription.
On a side note, custom data refers to automatically attaching additional relevant data to the call, which is important to reporting and evaluation purposes.
Agent Scripts:
Scripts are essential for your agents. Solid, well-defined scripts can help call centers to improve their efficiency, compliance, and customer interaction. Make sure your scripts are comprehensive and highly useful to the agents. For this to happen, be sure to review and update them as frequently as possible. Additionally, train agents well on the scripts so that they understand how to identify room for deviation in case they need it.
Quality Standards Document:
Having a Quality Standards Definition Document (QSDD) helps you map your quality process so that it aligns with your enterprise’s existing and future goals. This document should outline all the necessary information that needs to be evaluated and scrutinized while measuring the quality of your support team.
Your QSDD should have the procedures and guidelines pertaining to the Quality Management program, which typically includes examples of both positive and negative behaviors rising from the call monitoring process.
Evaluation Forms and Call Scoring:
After having your QSDD in place, make sure to involve the same team in creating the call scoring and evaluation forms. When you base your evaluation forms on the QSDD, you can easily maintain consistency across your quality management program.
Keep in mind that simple is best when drafting the evaluation form. Ideally, make sure that completing an evaluation or a typical call takes almost the same amount of time. Also, keep in mind that not all calls are equal. There’s a lot of difference between a sales call and a technical support call. So have different evaluation forms for different types of calls.
Certain general rules will be applicable for all calls, for example greeting, interaction and closing section. A few sections you can add are product knowledge, preference with tools, customer experience, and sales process.
QA Evaluations:
Make sure that the QA evaluator is involved in creating, reviewing, and updating your quality program. This should typically include the training materials, your QSDD, and evaluation forms. Also called a specialist or analyst, a QA evaluator is also responsible to monitor and review calls and trends, as well as coaching agents, completing evaluations, and maintaining the standards of your QA program.
Calibration:
This is a great way to determine if your analyst is assessing interactions on the same level. Calibration can help standardize your scoring and evaluation process, leading to continuous improvement. At excellent contact centers, calibrated evaluations don’t usually go over 10%, irrespective of who performs the evaluation. Call centers calibration should have a minimum of one call per week. You can have frequent calibrations when you are introducing any new evaluation form.
Reporting:
From the very beginning, reporting has been an integral part of any quality program. Reporting can help you communicate, monitor, and track progress effectively. If your reports are proper, you can evidently see the impact of your quality program. This will help you identify areas of importance, spot trends, highlight top performers, and much more.
By incorporating the perfect combination of standard and user-friendly custom reports, you can deliver a comprehensive view to your team and improve interactions happening across the contact center.
In Conclusion
The market is flooded with Call Centre quality management tools that can drive new QM efficiencies into your business. But if you don’t employ the right strategies and fail to develop a deep understanding of the business goals, none of these tools will fulfill their intended objectives.
With the right tools in place, your business can benefit from the overall QM strategy and provide unmatched support to customers in every interaction.
Updated : October 29, 2024
Naim Vakeel is a content writer who specializes in making the integration and management of business phone systems simple and practical. His content is all about providing clear, actionable advice on how to use VoIP and virtual phone solutions effectively, helping businesses streamline their communication setup.
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