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Glossary

What is call quality?

Call quality is the process of observing a customer representative’s call with a customer and analyzing the quality of the call center services station. Call quality approach is considered the most effective way to improve the services provided by call centers in India to its customers. Organizations usually hire trained call center specialists to train and monitor the calls made by their agents to customers at their call center outsourcing station. This constant tracking and rectification process improves the quality of call services made by a client.

What is Call Center quality assurance?

Call center quality assurance involves observing and analyzing customer service calls to find out the quality of employees' attitude, their problem-solving ability, and customers' satisfaction, among other things. The call quality assurance process assures that every customer is treated with respect and has a positive, competent, and timely experience. This process boosts the financial return of a call center.

The objective of call quality assurance is to maximize the performance of call center representatives. If customer service representatives are too slow or are distracted excessively, the company loses money. If customer care reps fail to provide customers with positive experience, it will lead to losing potential business and customer churning.

The interactions between the customer service reps and the customer bring in new leads and increase customer lifetime value. If you're not getting any of these results from your call center, here are some steps to follow to improve call quality.

Set a team to monitor call quality

First, select the people who are best qualified to gauge call quality. If possible, we suggest selecting a team composed of internal staff. That team should include personnel such as customer service managers or senior agents who are knowledgeable about customer service.

Maintain Scorecards

After you get your team in place, they should create scorecards listing the criteria for evaluating agents. You might test for how long a call lasts, whether the agent listens well, and how the agent handles upset customers. Following this process will help in improving the call quality.

Ask your agents for their input and consider their experiences for developing your benchmarks. It is an excellent chance to include them in the quality assurance process.     

Complaint Call Recording

A compliant call recording system includes safe data storage, which may differ depending on local regulations. For some call centers, it is essential to keep call recordings that adhere to local regulations and that do not include transactions, for example some countries keep their data stored in local servers.

Reward Agents Time to Time

Be sure to showcase your agents' positive contributions to your call center's quality assurance process, rather than just the negative ones. Let your agents know you value their contributions, and speed up feedback as much as possible. It's a win-win, because real-time tools like live whispering, agent chat, and mentoring are key. They're also rewarding in the long run. It will definitely help your agents improve the call quality and give their best at work.

Follow all the above-listed measures and help your call center improve the call quality and achieve better customer satisfaction

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