Customer experience management is of prime importance for all call centers. The customers come to a conclusion whether to continue doing business with that company or switch to a competition based on how their interactions are managed. Therefore, it is imperative for companies to adopt best practices to focus on customer retention and manage effective interactions.
Call center quality monitoring can prove to be really beneficial if inbound call centers want to improve their customer service by actively keeping a track of their agents. Call center managers can easily spot and discover problems within their teams by effectively monitoring the interactions between the agents and customers with the help of a dynamic call center software. Monitoring enables managers to maintain quality standards and compliance, boost customer experience, and improve the overall call center performance.
What are the best practices to improve Call Quality?
Record and Analyze Calls
Call center managers should have enough data from which they can draw valuable insights. They should follow a strategic approach while selecting the calls to monitor for quality assurance and training purposes. Though it is not possible to monitor each and every agent-customer interaction manually but selecting a random sample of calls will not provide accurate data and view of agent’s performance either.
Managers can gain a comprehensive view of calls and improve call quality monitoring with the help of speech analytics system which records all the calls and monitor call-quality in real-time. Or else, can think strategically while selecting the calls to monitor. They can prioritize the calls based on its criticality and importance. For example- calls handled by agents who are beginners and new to the system, calls catering VIP customers and high-value prospects, calls of customers who require a solution or frustrated customers who had bad experience with the brand.
Observe the Entire Caller Experience
Inbound call center managers must listen to the complete conversation between the agent and the customer in order to measure the agent’s performance properly and judge the call quality. The manager should assess if the call can be categorized as a quality interaction. Quality interaction can be described as below:
- Have a Wonderful Opening– The first few seconds of the call is of utmost importance as customer develop their perception based on that. It is appropriate to use a friendly tone that assures that agent is there to help the customer. If the agent is able to make the customer comfortable, they will be in a better position to state their problems and ask for a solution.
- Facilitate a Connection– Call center agents should establish a connection with the callers by exhibiting friendly gestures and a willingness to solve their problems. They should show care and concern towards the customers and respect their time. Referring to the customer’s past interaction history will provide the agents with enough information to have a personalized and smart conversation.
- Ensure Problem Resolution– The customers are calling for some purpose and need a solution to their problems. The agents should take complete ownership of the call and try their best to resolve the issues, even if it requires them to transfer the call to another department or escalate the call to a supervisor.
- Do not Forget the Closing– Handling the close efficiently is critical or else the entire effort to make the caller’s experience satisfying till now would go waste. The customer should leave the interaction feeling that it was a great experience and look for help in future as well. The agent can offer some additional assistance and ask if the customers are satisfied with the solution to give a perfect end to the call.
Do not put too much emphasis on Call Center Metrics
Focusing too much on metrics such as average handle time might not always give good results. Closing the call in a hurry just to cater to the next caller in the queue can hamper call quality and can also lead to an increase in repeat calls and angry customers. Sometimes an agent whose average handle time is high might be performing exceptionally well while taking a call and putting in all the efforts to resolve the issue at one go, thereby enhancing customer retention and loyalty. So, the managers need to assess the call recordings thoroughly to gain insights on the quality of agent-customer interaction.
Deploy Keyword Spotting Tool
The tool analyzes agent-customer interactions based on focal points such as adherence and compliance to call processes, language and communication. It can be used to analyze the processes in a call center such as telemarketing and cross-selling. Managers can simply enter keywords to search for calls across campaigns or days. They can identify the exact markers where agents adhere to scripts, comply with business plans and communicate using the right business pitch.
Involve Agents in the Call Center Evaluation Process
Agents should have a complete knowledge of the metrics and targets on which they will be evaluated. Whether it is adherence to scripts, average handling time or first call resolution, they must be aware of what a quality interaction constitutes of. They should be presented with live demos to gauge an in-depth understanding of a good, average and a bad call. The managers should ask the agents about their constraints and issues and ask for their feedback about the practices that are being followed in the team.
The agents should receive the evaluations as soon as they are complete and they should have an access to their scores on their desktops. They should receive the feedback on time and the managers should make sure that the evaluations are tracked on time so that the agents can monitor their progress and observe results.
Allow Agent Self-Assessment
Agents must be allotted with a period of time each week to evaluate their own calls. They should listen to their calls and analyze their performance on the basis of quality of service and customer satisfaction. This will enable them to learn from their own mistakes and improve communication and service skills in order to serve the customers better.