OVERVIEW
● Clearly define quality metrics and communicate them to agents.
● Train agents on product knowledge, soft skills, and technical knowledge.
● Invest in high-quality equipment and upgrade it regularly.
● Utilize quality assurance software and provide agents with real-time analytics.
Introduction
Call center quality assurance is a procedure that guarantees that your customer service outcomes are consistent with your expectations.
Any contact center that aspires to deliver excellent customer service must regularly analyze performance to gather useful insights. Customer satisfaction and excellent customer service are the outcomes of a continuous cycle of data gathering, analysis, training, and improvement.
Whether you are starting your contact center quality assurance procedure for the first time or wish to improve performance, this article may assist.
Importance of Quality Assurance in an Inbound Call Center
Quality is the most crucial factor for any call center. A high-quality service ensures customers receive outstanding service when they contact with a certain issue.
When calls are handled promptly, it leads to high levels of customer loyalty, mouth-of-mouth referrals, and thereby increases revenue. Therefore, it’s always advisable for businesses to partner with an Inbound Calls center since it has many benefits, including:
a. Strong relationship with customers
b. Improved Reputation
c. Outpace their competitors
Tips on How to Improve Inbound Call Quality
Improving the inbound call quality of your call center is crucial to determining its success and Customer Satisfaction in BPO.
Below are some of the strategies to follow:
1. Clear Define Quality Metrics
When you have clear quality metrics in place, your call center is bound to perform well. To achieve that, you can start identifying key performance indicators (KPIs) that align with your business goals, such as average handle time or customer satisfaction scores.
Once you finalized the KPIs, communicate them to your team to ensure they understand their importance. Also, regularly measure and analyze performance against these metrics and provide feedback to agents.
2. Train Your Agents
“Training is Not an Expense, But an Investment in Human Capital”
As rightly stated by Roy H. Williams, when you train your agents, you empower them to deliver an outstanding customer experience, which in turn helps your business. You should offer them training programs specific to product knowledge, soft skills, technical knowledge, etc. A well-trained employee can handle tricky situations with confidence and improved first-call resolution rates.
3. Invest in Top-notch Equipments
Delivering a top-notch customer experience allows you to have access to high-end equipment. This ensures that the communication between the agent and customer stays clear and hassle-free.
For instance, quality headsets reduce background noise, and robust networking infrastructure improves connectivity and reduces dropped calls.
Moreover, you must prioritize equipment upgrades to stay up to date with industry standards. When you offer your agents advanced equipment and infrastructure, you see a significant rise in the quality of work.
4. Invest in Quality Assurance Software
Investing in advanced tools like IVR, automatic call distributors, CRM, call monitoring software, etc., can further enhance the quality of the call. Not only does it help agents deliver better service, but it also assists managers in identifying patterns & trends for proactive solutions.
We understand that there will be some initial investment required, but rest assured that this investment will bring long-term success to your Inbound Call Center.
5. Provide Agents with Real-time Analytics
The importance of having access to real-time analytics can never be understated. When your agents are equipped with analytics like waiting time, call duration, customer rating, etc., empower them to make better decisions and suggest better resolutions.
Moreover, real-time analytics improves transparency within your team. Since your agents can track their performance, they can make improvements where required.
6. Offer Incentives & Rewards
One effective way to improve the call quality is by offering incentives & rewards to the agents. When agents know that there are benefits associated with their performance, they are more invested in delivering better results.
Moreover, when you recognize top-performing employees, it not only bolsters their confidence but also provokes others to excel.
Conclusion
Quality assurance emerges as the key to transforming ordinary customer service into an exceptional Customer Experience. You may try applying the best ways discussed in this article to help your contact center reach its full potential and better serve its clients.
As quality assurance becomes more established in your contact center’s DNA, customer happiness will skyrocket, brand loyalty will reach unprecedented heights, and your company will be able to prosper in a brutally competitive market.
DialDesk is a shared Inbound Call Center known for its top-class customer service.
Don’t hesitate to contact us for the customer support needs of your business.