No matter if you have a small-scale call center or a whooping large one!
If you aren’t providing standard quality service, your business is sure to shut down.
To ensure that you consistently provide better customer service, you need to know about the techniques that boost call center quality control.
No worries if you still don’t know about it because our blog post has curated it all for you. So, without any further delay, let’s jump in.
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What Is The Call Center Quality Assurance?
Call center quality assurance is basically a set of processes that ensures all operations follow industry standards.
From evaluating agent performance to addressing the loopholes in the workflows, the QA control helps you find it all.
The point to be noted here is that the QA control is definitely not a one-time event. It is an ongoing process that helps you to improve your services from time to time.
Why Does Your Call Center Need Quality Assurance Control?
Consider the following reasons why QA control is crucial for the development of your call center:
- QA control helps you prevent unforeseen risks
- It helps you increase managerial and operational efficiency
- Most importantly, this process helps you deliver better customer service
10 Techniques To Boost Call Center Quality Control
1. Set Clear Quality Assurance Goals
And as they say, you need a solid roadmap before you get into something crucial.
Set specific benchmarks and quality standards by which you will be evaluating the quality. List down the key points that make customer service great.
As for the technical part, you should also consider analyzing the useful quality control metrics:
- First call resolution score
- Customer satisfaction score
- Net promoter score
Reviewing these stats consistently will help you ensure a better quality control procedure.
2. Use Data From Real-Time Call Monitoring
Real-time call monitoring can instantly help you identify the things that can lower the quality of your service. This is actually one of the tried-and-true ways for a quality control assessment.
However, you should categorize the monitoring for better quality assurance checks. For example, you can make separate quality check standards for escalated and technical support calls.
That way, it will be much easier to uncover the inefficiencies of your call center.
3. Analyze Data From Call Recording
So, do we have any call center that doesn’t come with a call recording tool?
Obviously not right!
Thanks to this most basic capability of call recording, it helps us to find out the nooks and crannies of a call.
Did you just miss a point from your lead’s conversation?
Yes, call recording is your savior!
This is because you can replay the thing a countless number of times.
And find out what your client is actually asking for. Therefore, analyzing call recordings is a crucial step in a quality control assessment.
4. Optimize Quality Assurance With Speech Analytics
Speech analytics is yet another effective tool that can help you decode your customers’ sentiments. This will help your agents identify the relevancy of the customer query.
This is because analyzing the motive of a customer’s call is very important in providing quality customer service. So, speech analytics is one of the effective techniques to boost call-center quality control.
5. Include Customer Feedback
So, for whom are you doing all this hassle and the quality control checks?
Obviously, for your customers, right? So it’s a no-brainer that in order to get enhanced customer service quality, you gotta incorporate your customer’s feedback.
They are the ones who are using your products and are getting services from you. So make sure you are taking post-call surveys with open-ended questions. That way, you will get some solid insights into how you can deliver better.
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6. Give Consistent Feedback
When it comes to feedback, make sure you are following a consistent routine. This is a very crucial part of the QA check, which often goes unnoticed. It can be a scorecard, a survey report, or a KPI report.
But make sure you are making a consistent effort with the feedback.
Unless you provide constructive suggestions for improvement, it will be hard for your agents to improve. However, ensure you are giving the feedback spontaneously rather than being rude to them.
7. Monitor The Performance Of All Channels
Most of the call centers nowadays support Omni channel services. So basically, that means you have different communication mediums to support and assist your clients.
Since you have different communication channels, customer expectations will also differ across channels. The fancy customer you get on Instagram surely is not likely to be found on LinkedIn.
Therefore, the QA metrics differ. So, you need to have a bird’s eye view of every channel’s performance, quality improvements, and dimensions. This will make sure you aren’t lagging behind in any of the mediums.
8. Focus More On Maintaining Quality
Ensure your QA control just doesn’t focus on developing a call center.
Rather, it should be more focused on maintaining a quality of service. So when your agents are delivering a call, ensure they are doing the best in the following three aspects:
- Active listening
- Ensuring better customer satisfaction
- They are receiving and acting on customer feedback promptly
9. Encourage Self-Assessment
Encourage your agents to track their own data.
This will help them take ownership and work better on their gaps. This is because we humans often do not like being monitored by others.
Therefore, doing a self-assessment can help the agents to engage more in the activities, boosting their motivation and productivity. That way, your QA control will also take less time and will be efficient enough.
10. Include Agents While Crafting The QA List
Take suggestions from your agents and employees to improve your quality assurance process. This will also build a sense of responsibility and ownership in them.
Also, since they tackle the customers in real time, they might have a better suggestions for improving the service quality. Ask them to craft quality assurance questions for you.
This will help you boost call center quality control. Incorporating your employees during the quality assurance check Will also create a positive working environment and optimize teamwork.
FAQs
What Are The Quality Measures Of Call-Center?
The following are the quality assurance metrics for a call center:
- The average speed of answering
- Average handle time
- Customer satisfaction score
- Net promoter score
- First call resolution
- Customer effort score
What Are The Five Benefits Of Quality Management In A Call Center?
Some notable benefits of quality management in a call center are:
- Improve customer service quality
- You get valuable insights into the workflow
- Get the assurance of compliance
- Enhance agent performance
Wrapping Up: Techniques to Boost Call Center Quality Control
So that was all of it from our blog post on the techniques to boost call center quality control.
Now, we hope you will be able to carry out even better QA control with our well-crafted techniques.
So, the next time you are hesitant and confused about the quality assurance process, don’t forget to check out our blog post.
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