Call center quality assurance (QA) is no more optional. According to a survey, customers give more weightage to the quality of service than the price or product as the key brand differentiator. Besides, 86% of customers are willing to pay more for quality customer service.
Call Center Quality Assurance Best Practices
Here are ten ways to enhance the quality of the service of your call center.
1- Involve Frontline Agents in the QA Development Program
Involving agents in the quality assurance development program is the best way to improve your service. After all, they are the ones handling customers. They have a unique and valuable perspective on how to improve customer satisfaction.
Another benefit of involving frontline agents in the QA development program is that it makes them feel valued. And when their opinion is heard, they are more likely to give their best to ensure customer satisfaction.
2- Document Your QA Guidelines
Documenting your QA guidelines helps ensure all your agents are on the same page. Another benefit of documentation is that it improves transparency and clearly outlines what is expected from each call.
3- Include QA in Your Training Module
Agents that are trained for quality assurance from their early days are more likely to deliver expected results. Use the documentation to explain all the aspects of your QA program. Additionally, consider involving managers and agents (who are willing to) in the training program.
For instance, once the new joiners are halfway through the training program, you can have on-floor agents train them for quality assurance. They can bring real-life examples of both great and not-so-great customer interactions.
4- Monitor Calls Effectively and Efficiently
Call monitoring is a vital aspect of quality assurance. It gives you insights on which lines to train and improve frontline agents’ performance. When you know the customers’ queries and the representatives’ responses for the same, you will be better enabled to guide the agent about the right way to handle those calls.
5- Use Existing Data to Improve Call Center Processes
Take call monitoring a step further by using the data to improve the overall call center processes.
Use a sample of calls that:
- Follows all the QA guidelines
- Can be improved
- Does not follow the QA guidelines
Hold group sessions or include the data from call samples mentioned above in the training programs to provide agents a better understanding of what is expected from them.
6- Be Regular With Employee Feedback
With regular ongoing feedback, you can set milestones for your employees to direct their efforts for improvement over time. However, make sure to share positive feedback as well to boost their morale.
7- Allow Agents to Evaluate Their Own Interactions
The best way to share constructive criticism is by letting agents evaluate their own interactions. When they overhear their previous calls, they would be better able to identify areas where they could have improved.
8- Set Weekly QA Sessions
Conduct weekly sessions for your team, where you revise the QA guidelines to ensure everyone is on the same page. Also, encourage agents to talk about practices that they think can improve customer satisfaction. This helps strengthen your QA program over time. It also indicates that you trust your employees along with promoting a collaborative environment and fueling ambition.
9- Create an Effective Call Center Script
Many call centers follow a script when conversing with customers. If you haven’t created a script yet, it’s high time to do it. Scripts promote consistency and accuracy in your agents’ interaction. No matter who the customer talks to in your call center, they will get the same experience.
10- Analyze and Optimize
Lastly, measure the performance of your agents. Are they adhering to the QA guidelines? Are they following the best business practices?
They might not be perfect the first time, but as a quality assurance manager, it’s your responsibility to ensure they improve over time. The more time you invest in monitoring, providing quality feedback, and conducting QA sessions, the better your agents will be.
Call center quality assurance ensures customer satisfaction, which, in turn, increases repeat purchases. The ten best practices mentioned in the article can help you improve your call center’s quality of service.
Did we miss any of the call center quality assurance best practices? Let us know in the comments.