You may have heard “This call will be recorded for monitoring and training purposes” if you’ve dialed a customer care number to find the answer to your query. And highly likely, you’ve walked past it, but, why do companies need to monitor the calls?
Imagine a business that closes deals on calls. How would the managers and supervisors analyze the agent’s performance? What if an agent is not adhering to the script and is distracted too often. The more the agents are going haywire, the more it takes a toll on business revenue.
Since customer experience is the key to making your business a brand, what if agents are inducing negative behavior and you are losing potential customers. Your agents are the face of the business and if you’re not generating an experience that your customers want, you’re losing on it.
This said, let’s try to understand what is call quality monitoring?
Call center quality assurance is the process to analyze if agents are delivering wow experience to the customers. A business needs to analyze key metrics like the agent’s attitude, customer satisfaction, query resolution, and more. Call quality monitoring is considered to be an effective approach to improve the experience that the callers are expecting.
It’s good news for supervisors that they can closely monitor the performance of each campaign and discover the problems in the team. With the right call center software, supervisors will find all the answers like which campaign is performing the best, where it needs modification, which agent is struggling to have qualified conversations and more.
How can you improve Call Quality?
Now that we know it’s important for the businesses to keep a check on agents’ activities, here’s what you need to know to improve the customer service standards. Customer interaction management is a tricky business and once your customer decides to switch to the competition, you will lose that customer forever. Therefore, a business needs the right call center monitoring tools to retain the customers and deliver a lively brand experience for them.
Let your Agents Assess their Performance
We all learn from our mistakes and when agents are given an edge to assess their own performance, they will be able to analyze their mistakes and learn to tackle different situations that the job demands.
Agents must be allotted a time in the week to evaluate their own calls. They can score their performance on the basis of customer satisfaction, quality of service, query resolution, average call handling time and more. He/she could asses the call quality on the basis of language proficiency, adherence to script, conversion rate and identify gaps in their performance.
Let the Data Talk
Supervisors can draw meaningful insights when they have enough data to support their strategy. For instance, if the average rating for an agent is 3.5/5, the supervisor can check the data and listen to specific calls to make it 4-4.5.
Though it is not possible to monitor each call, supervisors will get a holistic view of the agent’s average handling time, query resolution rate, call hangup details and more.
If a customer disconnects the call while he/she is put on hold, it could reflect as bad customer experience and a supervisor can deep dive into the matter to avoid such patterns in the future.
Live Call Monitoring
An agent could be talking to a friend and his auto call status may show as “active”. Supervisors can check on a live call and “force logout” an agent who has not been productive.
Live call monitoring also helps in providing assistance to the agents who are stuck on any call. A supervisor can:
- Snoop in to check if the agent is on a call with the customer or is sitting idle. While the supervisor snoops in, both agents and customers won’t about it.
- Whisper to the agent if he/she is stuck and needs help or assistance from the supervisor to resolve the customer query. The advantage of this feature is that the customer won’t know about whispering and this can add value to great customer experience.
- Barge in if the agent is not adhering to the script. This allows the supervisor to take over the call and the agent is put on mute. The supervisor can handle such calls for a better customer experience.
Live Updates on WallBoard
Let your team see the shared goals on a live screen. Real-time data keeps the team going. Display data like number of leads qualified, customer satisfaction score, number of calls in the queue and targets to be achieved in the given time.
Urgent alerts could be created for high SLAs to ensure that everyone is on the same page and work towards the same goal of achieving SLA. Displaying exceptional performance of the hour on wallboard works as a motivation for the agents to strive to work against the odds.
Scoring Agents for Call Quality
Supervisors can score agents on the basis of certain parameters that are important to deliver a wow customer experience. For instance, if the agent’s language proficiency is 9/10, query handling is 8/10, and adhering to script is 7.5/10, the average score will be 8.1/10 which is fairly a good score.
The scoring parameters allow supervisors to breakdown the agent’s performance and gives them insights into how they can improve their existing practices. If an agent score 9.5/10 then his/her call could be used as an example to train other agents.
This also allows supervisors to assess the skills of the agents and they can allocate the agents on the basis of their best-suited skills for future campaigns.
Managers and supervisors must make call center quality assurance a priority to ensure that the experience that you deliver as the brand is not compromised on any level. Agents are the face of the business and if they are not delivering the right experience, businesses can thrive and may have serious implications that would affect business goals.
Still not convinced? Check out our blog on What, Why and How of Call Center Quality Assurance and get better insights into it.