Your business’ success also depends on the management of customer interactions across the contact centre. when customers have issues, they expect your organisation to readily have solutions, and they contact with the mindset that the problem is solved. Thus, call centre quality assurance becomes relevant during any customer engagement with your business.
Of course, every business needs reliable quality assurance at call centres. What’s included? Typical call centre QA feature reporting dashboard, continuous learning, behavioral and sentiment analysis, 100% screened calls and connects systems.
In this definitive guide to call centre quality assurance, you will discover the best practices to ensure effectiveness and productivity.
What is Call Centre Quality Assurance?
Call centre QA involves monitoring your agents calls and analysing the call quality with regards to the customer expectations. It is regarded as an effective and efficient practice that enhances customer support service by call centres.
With contact centre quality assurance, managers can identify loopholes in their teams seamlessly. They can access and analyze interactions between agents and customers. However, robust call centre software is important for effective and substantial analysis.
Important Metrics and KPIs When Measuring Quality
Metrics and KPIs for measuring call quality include the following:
- Agent Satisfaction
- Customer Satisfaction
- Quality Score
- Net Promoter Score
- First Call Resolution
Unfortunately, most companies are not attentive to Agent Satisfaction (ASAT). It is quite a vital metric that involves the performance of the agent, and how they respond to customers. To establish your agent’s abilities, company surveys are important.
Other metrics to consider include Speed of Answer, Service Level, and Average Handling Time (AHT). However, the choice of the metric must be suitable for the business.
For instance, AHT may give an overview of productivity. But completing the call within the shortest duration merely enhances Customer Experience (CX). In this regard, you must establish your call centre quality objectives to determine suitable metrics and KPIs.
Call Centre Checklist Metrics
Below are the important call centre metrics:
First Call Resolution
Efficient first call resolution is an identity of top call centres. To belong in the league of top-performing call centres, ensure that agents resolve customers’ problems during the first call.
Suppose your agents fail to resolve first-time calls, it resorts in repeat callers. Most of the time, customers request callback whenever an agent discovers how to solve their problem. It is awkward and lags the company.
Moreover, your agents face setbacks from backlogs, which affects their subsequent work moral.
Call centre quality assurance demands professionalism from agents; customer calls must be answered in the most accommodating manner. Otherwise, your company’s reputation regarding the call centre is at stake.
Create a scorecard, and base it on response behavior or attitude checklist. Focus on whether agents introduce themselves, greet the callers politely, apologize for wait times and customers’ inconvenience.
The call response time is a mandatory aspect to review. Long response times indicate that the call centre may not be operating efficiently. Add this metric to monitor how agents and customers fair, and why specific long call durations occur.
Response timer metric in your scorecard ensures that you uncover whether customers feel undervalued when they reach an agent or irritated.
To handle the highest call rates, your agents must be productive. Suppose your teamwork unchecked during shifts, it becomes challenging to discover the number of calls they can take.
With real-time feedback functionality, you uncover the productivity of agents and inform them to improve when necessary.
Meanwhile, call data can be monitored to know the duration of the average interaction, and know why particular calls take longer.
Mistakes to Avoid
Some call centre QA mistakes lag the company. Avoid the following mistakes:
Entering Unnecessary Information
While monitoring your call centre quality assurance, do not enter irrelevant data in the evaluation forms. It confuses agents, increases AHT, and complicates the evaluation process.
Emphasizing on weighting
Focus on the most important elements of the evaluation form in weighting line items. However, it could lead to instances when agents fail quality evaluation. It may be due to not meeting the criteria, which affects customer experience significantly.
Colourless Evaluation Forms
Several evaluation form designs are simplified. However, do not make it black and white; colorful representation with optional charted line items makes your approach effective.
The Power of Effective Call Centre QA and Effective Software
Call centre quality assurance proves to be an effective and decisive strategy in enhancing contact centres. Reports must be understandable and not complex within the company.
Moreover, managers should explore reports regularly. The data can be used to improve the call processes and establish strategic dimensions of QA reports within a short period.
While monitoring call centre quality assurance, agents should receive effective feedback. Where necessary, managers should explain the salient points in the report.
Finally, a typical contemporary contact centre software should allow your company to create scorecards and take on analytical approaches. It should also suggest improvements and create reports that focus on transparency, detail and clarity.