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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